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.
44dispatches in the archive202618
- How-to
The Voice of Customer program that actually changes something
Most VoC programs are a dashboard nobody steers by. The failure isn't collecting feedback - it's that the pipe from insight to decision was never built. Here's how to build it.
Jul 27, 20263 min - How-to
The judgment calls no macro can make
A frontline field guide to exceptions, uncertainty, authority, and the moments when a polished saved reply is the wrong answer.
Jul 17, 20263 min - How-to
The weekly support operating review
A 45-minute leadership rhythm that turns queue signals, customer friction, quality evidence, and capacity risk into owned decisions.
Jul 17, 20263 min - How-to
Calibration clinic: ten disputed support interactions
A practical QA clinic for separating preference from risk, scoring evidence consistently, and turning disagreement into a better system.
Jul 17, 20263 min