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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 customer support department’s budget. This article covers: At the end…
Ines van Dijk · 8 Sept 2026
AI data privacy for a support team all starts with one question: does your contract match your configuration? Your team wants AI that can dig into tier 2 and tier 3 tickets: pull the JIRA history, read the logs, and tell you what’s broken. That takes real system access — usually through an MCP server…
Neal Travis · 2 Sept 2026
A dog barks once in the background of an otherwise perfect call. The agent scores zero. A phone transfer drops the first two seconds of a handoff. The receiving agent is dinged for an incomplete greeting. A customer’s real name happens to sound like a profanity. An AI-powered QA system flags the agent for inappropriate…
Neal Travis · 21 Jul 2026
Many of us keep hearing that AI is coming for our jobs. Support engineers are no exception. But the reality on the ground can look quite different. Some teams are using AI every day to streamline workflows, automate repetitive tasks, and surface insights faster. Others have seen little change in how they operate over the…
Maryna Paryvai · 14 Jul 2026
In customer support, first touch is always important. But follow-up often gets underestimated when teams talk about what creates a strong customer experience. At small volumes, the processes around follow-up are trivial. The agent sends the key message, the customer replies, and the issue closes. At tens of thousands of tickets a month, that model…
Mark Sherwood · 7 Jul 2026
There’s a Reddit thread on r/callcentres that every support leader should read. An agent describes waking up on rollover day, the morning QA scores reset, excited and confident. They’d followed the call flow perfectly on every new booking call they knew would be reviewed. But QA pulled different calls. The ones where, by their own…
Neal Travis · 30 Jun 2026
