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 archive20266
- Analysis
Auto-QA scores 100% of tickets — should you trust it?
AI quality scoring promises to grade every ticket instead of a thin sample — but coverage isn't accuracy, so here's where it helps, where it drifts, and how to calibrate it.
Aug 27, 20264 min - How-to
Coaching conversations that don't feel like performance reviews
Slide a QA scorecard across the desk and the rep reads a verdict, not a lesson — here's how to turn the score into coaching that changes the next ticket instead of triggering a defence.
Aug 25, 20264 min - Data
Sampling math for small QA teams
Small teams review a random slice of tickets and report it like it's precise. The math says it's mostly noise — here's how many you actually need instead.
Aug 20, 20264 min - Analysis
Calibration: why two reviewers disagree on the same ticket
Hand the same ticket to two reviewers and you'll often get two very different scores. Calibration is the unglamorous fix, and the spread between reviewers is the metric that matters.