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 archive202624
- How-to
Coaching conversations that don't feel like performance reviews
Slide a QA scorecard across the desk and the rep reads a verdict, not a lesson — here's how to turn the score into coaching that changes the next ticket instead of triggering a defence.
Aug 25, 20264 min - How-to
The health score that predicts churn without the noise
A customer health score is either an early-warning system or a mood ring. What separates the two: which signals you weight, where you set the threshold, and whether you ever backtest it against who actually left.
Aug 20, 20264 min - How-to
Onboarding that gets a new rep to competent in 30 days
The easy tickets new reps used to learn on are gone — here's a week-by-week ramp that gets a hire to competent on the hard stuff in 30 days.
Aug 13, 20264 min - How-to
From rep to analyst: the skills that make the jump
You already do the analysis off the side of your desk — spotting patterns, checking samples, writing it up. Here's how to turn that instinct into a job title.