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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.
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20262
- Analysis
Auto-QA scores 100% of tickets — should you trust it?
AI quality scoring promises to grade every ticket instead of a thin sample — but coverage isn't accuracy, so here's where it helps, where it drifts, and how to calibrate it.
Aug 27, 20264 min - Analysis
Calibration: why two reviewers disagree on the same ticket
Hand the same ticket to two reviewers and you'll often get two very different scores. Calibration is the unglamorous fix, and the spread between reviewers is the metric that matters.
Aug 18, 20263 min