[devonkim]

The data I’m seeing is from studies showing that developers doing peripheral duties and getting interrupted is one of the biggest barriers to productivity and quality among developers rather than training, education, or even raw IQ.

Specialization of roles along with the political realities of corporations means that fiefdoms and exclusions will happen to though.

[frenchman99]

It is perfectly possible to do customer support on a specific schedule so that it doesn't become an interruption though.

[devonkim]

Of course it's possible but the usual workflow of those in customer facing positions tends to be interrupt-driven rather than polled like how developers tend to prefer to work (and there is definitely plenty of study on context-switching productivity loss, stress, etc.). Additionally, the amount of time available for developers to work with customers must be balanced with duties like feature delivery among others. Working across n different customers with m different needs even if time boxed to n hours / week you'll be likely left with customers that feel frustrated and that developers are disengaged when they're just overworked like everyone else.