The Escalation Tax: How Escalations Inflate Support Costs (and How to Reduce Them) Every support lea...
The hidden cost of “search, skim, and hope” Static tools like ticketing systems, knowledge bases, an...
Support leaders don’t need another high-level lecture about “efficiency.” What you need are practica...
For years, people have framed customer support as a binary choice: either humans handle your custome...
McKinsey’s 2025 State of AI survey has one message support leaders can’t ignore: AI only creates val...
The Silent Productivity Killer