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 archive20264
- 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.
Aug 6, 20264 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
How to build a support portfolio that proves scope
Turn invisible operating work—judgment, coaching, analysis, knowledge, and systems improvement—into credible evidence of your next role.
Jul 17, 20263 min