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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20263
- How-to
Knowledge ownership without a knowledge team
A lightweight operating model for small teams that need reliable answers but cannot fund a dedicated knowledge function.
Jul 17, 20263 min - How-to
A tagging taxonomy that survives past six months
Most tag sets are useful for a quarter and rotten by the third. Here's why ticket taxonomies decay — and the four design rules plus one owner that keep yours worth reporting on.
Jul 13, 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, 20264 min