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.
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20262
- Data
What frontline reps actually think about AI tools
Frontline reps aren't split cleanly for or against AI. The survey evidence shows enthusiasm, fear, and a hard-earned skepticism the tools have to re-earn every shift.
Oct 15, 20264 min - Data
What "AI resolved 70% of tickets" actually means
A field guide to reading an AI resolution-rate claim — the denominator tricks, the definition games, and the arithmetic vendors hope you skip.
Jun 4, 20263 min