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.
83dispatches in the archive20266
- Opinion
What your stack says about your strategy
Nobody writes their real support strategy on a slide. It's already there in the invoices — per-seat, per-outcome, or a drawer of half-used logins — if you learn to read it.
Oct 1, 20264 min - Opinion
AHT is a budgeting metric, not a coaching metric
Average handle time is the backbone of capacity planning and a disaster on a scorecard: coach individuals on it and you reward rushing while punishing whoever takes the hard tickets.
Jul 16, 20264 min - Opinion
SLAs that protect customers, not dashboards
First-response-time targets are the easiest SLA to hit and the easiest to fake. Here is how to write service levels a customer would actually recognise as service.
Jul 10, 20264 min - Opinion
Your knowledge base is where answers go to die
Most knowledge bases don't fail by being empty. They fail by being full of stale, unfindable, unowned content that no one is paid to weed.
Jun 30, 2026