Repeat demand is the operating symptom enterprises understate most. Every repeat contact is a customer telling you that the previous interaction didn't resolve, the next system didn't connect, or the handoff broke.
Capacity models almost always treat repeat volume as inbound volume — staffing for it instead of removing it. That's how the Workaround Economy™ scales: workforce absorbs the demand operations should have eliminated.
The fix is structural. Measure resolution at the customer level, not the contact level. Tie operational governance to repeat rate. Make repeat demand a cross-functional outcome owned end-to-end. The cost reduction follows.