Contact driver analysis is supposed to tell support leaders why customers get in touch. You’ll often find that reports only tell you what customers asked about. Those are different questions, and the gap between them is where you risk losing a meaningful share of the...
Nearly every QA rubric in Customer Support has a criterion version of it: “agent demonstrated empathy”. Sometimes it gets a point scale. Sometimes a checkbox. Occasionally a grading guide that says something like “score 3 if the agent showed genuine care for the...
There’s a version of the AI-in-Support conversation that goes like this: AI handles the simple stuff, humans handle the complex stuff, everyone wins. It’s a reasonable starting point. It’s also incomplete enough to produce some genuinely bad hiring...
Most Support teams approach automation the same way: identify the high-volume, low-complexity ticket types, build the flows, and measure deflection rate. If deflection goes up, the project worked. The problem with that logic is that the deflection rate tells you how...
