Comment by Balooga

A reason is different performance metrics. One bonus depends on "make number go up". The other realizes that making "number go up" degrades the experience for the product as a whole.

An example. I worked for many years at a major satellite TV company. The customer support department were spending a lot of time and money handling customer calls due to signal loss because of inclement weather, and they wanted something done about it.

Department X pushed for removing the 1-800 support number from the on-screen-display, because of the "quick win". No visible phone number means some customers would just give up. Who cares that this would frustrate customers even more.

Department Y pushed for reworking the UX flows around helping the user troubleshoot the problem, point them to their DVR recordings or alternative shows on broadband if connected, and automatically rebook the interrupted shows.