Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
83dispatches in the archive20264
- Analysis
Leading vs lagging support metrics: build a dashboard you can act on
CSAT, NPS and churn tell you how the game ended. They are the wrong numbers to steer by. Here is how to separate the metrics you can act on from the ones you can only report — and lay out a dashboard around the difference.
Oct 15, 20264 min - Analysis
DSAT: the signal your CSAT is burying
Top-box CSAT is an average, and an average of a lopsided distribution tells you almost nothing about the tail that leaves. Tracking dissatisfaction as its own line catches the problem weeks before your headline number moves.
Aug 24, 20264 min - Analysis
The transfer rate nobody watches
Handoff rate is the quality-and-cost signal hiding in plain sight: every transfer is a first-contact failure your other metrics were built to forgive, and the customer feels each one.
Jul 24, 20263 min - Analysis
FCR is the most gamed metric in support
First-contact resolution is the easiest number on your dashboard to inflate, and almost every trick that inflates it quietly rewards closing tickets before the customer is actually done.