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.
44dispatches in the archive202611
- 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, 20263 min - How-to
From forecast to intraday: the complete WFM planning loop
How demand, workload, staffing, schedules, real-time control, and learning connect—without treating the forecast as a verdict.
Jul 17, 20263 min - Analysis
Escalation authority: who decides what when risk rises
Design escalation around consequence, decision rights, and accepted ownership—not tiers, urgency labels, or forwarded conversations.
Jul 17, 20263 min