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
64dispatches in the archive
64dispatches in the archiveBrowse by topic
Browse by format
20263
- Analysis
The empathy tax: emotional labor in support work
Performing calm empathy for eight hours is real, unpaid work — the research shows what it costs, and what the best teams do to offset the emotional labor tax.
Aug 4, 20264 min - Analysis
Agent experience is the CX you forgot
You measure everything the customer feels and almost nothing about the person who makes them feel it. The evidence that rep wellbeing and desktop tools set the ceiling on your customer numbers is no longer soft.
Aug 3, 20263 min - Analysis
The support career ladder, mapped
Frontline support has a ladder — it is just badly drawn. Here are the real paths up and out: senior IC, QA, ops, CS, and management, and where each one breaks.
Jun 23, 20264 min