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 archive202613
- Analysis
Tiers vs. swarming: what the evidence says
The tiered escalation ladder versus intelligent swarming: where each actually wins, what the resolution-time and cost data show, and the hybrid most mature teams land on.
Sep 3, 20264 min - How-to
Workforce management for teams too small for Erlang C
The Erlang C calculator hands your four-person team a confident number it can't actually use. Here's how to schedule real coverage when you're below the threshold workforce-management software was built for.
Jul 31, 20264 min - Analysis
Concurrency: the hidden cap on chat quality
The three-times-cheaper math behind live chat lives or dies on one dial nobody watches: how many conversations an agent runs at once. Here is what one, two and three concurrent chats actually cost.
Jul 17, 20263 min - How-to
The weekly support operating review
A 45-minute leadership rhythm that turns queue signals, customer friction, quality evidence, and capacity risk into owned decisions.
Jul 17, 2026