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 archive20266
- How-to
Workforce management for teams too small for Erlang C
The Erlang C calculator hands your four-person team a confident number it can't actually use. Here's how to schedule real coverage when you're below the threshold workforce-management software was built for.
Jul 31, 20264 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
From forecast to intraday: the complete WFM planning loop
How demand, workload, staffing, schedules, real-time control, and learning connect—without treating the forecast as a verdict.
Jul 17, 20263 min - How-to
Backlog triage: digging out without burning the team
A backlog isn't a volume problem you can grind away — it's a compounding debt. Here's how to clear the aging tail without running your best people into the ground.
Jul 10, 2026