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.
64dispatches in the archive20269
- Data
Sampling math for small QA teams
Small teams review a random slice of tickets and report it like it's precise. The math says it's mostly noise — here's how many you actually need instead.
Aug 20, 20264 min - Data
What support reps actually get paid
The official median, the aggregator ranges, and the honest drivers behind the spread — what a rep, senior rep, analyst, and manager actually take home, and why yours differs.
Aug 11, 20263 min - Data
Burnout in support: the numbers, the causes, what actually helps
Nearly a third of contact-center agents are eyeing the exit, and the youngest leave fastest — here's what's really driving support burnout, and which fixes hold up.
Jul 30, 20264 min - Data
Your CSAT response rate is lying to you
A 10-to-20 percent response rate doesn't just make your CSAT noisy — it biases it toward the customers who felt something, which is how the score can climb while retention quietly slips.
Jul 23, 2026