Operations & Metrics
Everything we've written on operations & metrics.
Reopen Rate: The Quality Metric Hiding in Your Ops Data
A closed ticket isn't a solved one. Reopen rate tells you the difference.
Backlog and Queue Management When Volume Spikes
A growing backlog compounds fast. Here's how to triage and recover when the queue blows up.
The Support Metrics Dashboard Every CX Leader Needs
The handful of numbers that actually tell you if support is healthy, on one screen.
Cost-to-Serve: How to Calculate What Each Conversation Costs
If you don't know your cost per conversation, you can't prove AI's ROI. Here's the calculation.
Staffing and Forecasting for Support: An Erlang-Free Primer
You don't need a math degree to forecast support staffing. Here's a practical approach.
Setting SLAs You Can Actually Hit
An SLA you constantly breach is worse than none. Here's how to set and staff to realistic targets.
Average Handle Time: When Lowering It Backfires
Cutting AHT can quietly destroy quality and FCR. Here's how to balance speed and resolution.
First Contact Resolution: The Metric Most Teams Get Wrong
FCR sounds simple but is easy to game. Here's how to define and improve it correctly.
How to Measure Deflection Rate Honestly
Many deflection numbers are fiction. Here's how to measure it in a way you'd defend to your CFO.