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.
Building Customer Trust When AI Is Part of the Conversation
Customers will accept AI help if you're honest about it. Here's how to keep their trust.
Tone in Customer Support: How Word Choice Changes the Outcome
The same answer can delight or infuriate. Here's how tone shapes resolution.
Omnichannel Support That Doesn't Make Customers Repeat Themselves
Chat, email, and voice should share one history. Here's how to make omnichannel actually work.
How to Cut First Response Time Without Hiring
Slow first responses cost you CSAT. Here's how to speed them up without adding headcount.
Proactive Support: Solving Problems Before Customers Write In
The best ticket is the one your customer never had to open. Here's how proactive support works.
CSAT vs. NPS vs. CES: Which Customer Metric Should You Lead With?
Three popular metrics, three different questions. Here's which to lead with and why.
The QA Scorecard: A Field Guide for Support Leaders
What belongs on a support scorecard, and what's just noise. A practical reference.
Using AI to Pre-Score Conversations So Humans Review Smarter
AI can score every conversation; people confirm the ones that matter. Here's the workflow.
From Spot-Checks to Full Coverage: A QA Maturity Model
Where is your QA program today, and what's the next stage? A maturity model to find out.
How to Score Empathy and Tone Without Being Arbitrary
Tone is the hardest thing to grade fairly. Here's how to make it concrete.
Pass/Fail vs. Weighted Scores: Which QA Model Is Right for You
Holistic 1-5 scores feel fair but hide failures. Here's when category-weighted pass/fail wins.
The Conversation Quality Metrics That Actually Predict Churn
Not every QA category matters equally. These are the ones that move retention.
QA for AI Agents: Scoring Conversations a Bot Handled
Your AI agent needs the same scrutiny as your team. Here's how to QA what it handled.
Coaching From Scores: Turning QA Data Into Better Reps
Scores are only useful if they change behavior. Here's how to coach from them weekly.
Calibration Sessions: Getting Your QA Scorers to Agree
If two reviewers score the same chat differently, your scores are noise. Calibration fixes that.
How to Build a Support QA Rubric Your Team Won't Argue With
A good rubric is specific, weighted, and fair. Here's how to write one reps trust.
100% Conversation Scoring vs. Sampling: Why Sampling Misses What Matters
Scoring 2% of conversations means you're blind to 98%. Here's the case for scoring every one.
Building Your First AI Support Agent: A Step-by-Step Guide
From first intent to first autonomous resolution, here's how to stand up an AI agent that earns trust.