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.
Archive index
44dispatches in the archive
44dispatches in the archiveBrowse by topic
Browse by format
20262
- 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.
Jul 14, 20264 min