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 archive20269
- Analysis
DSAT: the signal your CSAT is burying
Top-box CSAT is an average, and an average of a lopsided distribution tells you almost nothing about the tail that leaves. Tracking dissatisfaction as its own line catches the problem weeks before your headline number moves.
Aug 24, 20264 min - How-to
How to build a support scorecard your team doesn't hate
A scorecard that only counts speed teaches your team to close tickets, not solve them — here's how to pair every efficiency metric with an outcome that keeps it honest.
Jul 28, 20264 min - Analysis
The transfer rate nobody watches
Handoff rate is the quality-and-cost signal hiding in plain sight: every transfer is a first-contact failure your other metrics were built to forgive, and the customer feels each one.
Jul 24, 20263 min - Data
Your CSAT response rate is lying to you
A 10-to-20 percent response rate doesn't just make your CSAT noisy — it biases it toward the customers who felt something, which is how the score can climb while retention quietly slips.