AI, customer experience, and the craft of support.
Field notes on running support with people and AI agents on one system — deflection, conversation quality, coaching, and the metrics that move.
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.
Peak-Season Staffing: People, AI Agents, and the Right Mix
You can't just hire your way through peak anymore. Here's how to blend people and AI agents.
Returns as a CX Opportunity, Not a Cost Center
A smooth return earns the next order. Here's how to make returns a loyalty moment.
The True Cost of a WISMO Ticket (and What Deflecting It Saves)
Each WISMO ticket has a real dollar cost. Here's how to calculate it and your deflection savings.
Billing and Payment Failure Support: Turning Frustration Into Saves
Failed payments quietly churn customers. Proactive billing support turns them into retained revenue.
Subscription Support: Handling Pauses, Skips, and Cancels Gracefully
Subscription churn often starts in the support queue. Here's how to save it there.
Order Risk: Spotting the Orders About to Become Angry Tickets
Some orders are tickets waiting to happen. Here's how to catch them before the customer does.
Holiday Support Forecasting: How Much Volume to Plan For
Under-staff peak and CSAT tanks; over-staff and you bleed cash. Here's how to forecast right.
BFCM Support Prep: A Peak-Season Readiness Checklist
Black Friday breaks support teams that aren't ready. Here's the checklist to survive peak.
Automating Return and Refund Status Without Angering Customers
Refund 'where's my money' tickets are tense. Here's how to automate them with care.
WISMO: How to Stop Drowning in 'Where Is My Order?' Tickets
Where-is-my-order tickets are the biggest, most automatable volume in ecommerce support.
Closing the Loop: What to Do After a Bad CSAT Score
A low score is a second chance. Here's a closed-loop process to win the customer back.
How to Reduce Customer Effort at Every Step
Effort, not delight, drives loyalty. Here's how to remove friction across the journey.
Voice Support in 2026: Why Calls Still Matter for CX
Chat and email get the headlines, but voice is where hard problems get solved. Don't neglect it.
What Great Response Time Looks Like by Channel
Email, chat, and social each have different expectations. Here's a sane benchmark for each.