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.
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20262
- Opinion
Deflection is a vanity metric
Containment rate is the number every dashboard loves and every customer hates. Here's what it hides — and what to measure instead.
May 14, 20263 min - Opinion
Your CSAT went up and your customers trust you less
AI can lift every surface metric while quietly eroding the thing underneath them. A warning about measurement illusions — and how to see through them.
Apr 30, 20264 min