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.
Archive index
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- 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
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 - How-to
The QA rubric that predicts customer outcomes
Most QA scorecards reward tidy tickets and miss the customers who churn. Here is how to weight a rubric toward resolution, accuracy and tone — the things that predict outcomes.
Jun 19, 20264 min