Insights

Field notes from running CX programs at scale.

Plain writing from the people doing the work. No "ultimate guides," no listicles. Things we wish other operators had told us sooner.

Metrics

What CSAT actually measures (and what it doesn't)

CSAT is a useful number and a deeply misunderstood one. Here's what it tells you, what it hides, and the three things you should pair it with.

By Priya Chen · 8 min read · May 2026

Operations

The economics of nearshore vs. offshore in 2026

Wage inflation in the Philippines, attrition spikes in India, and how the math actually pencils out for a mid-market SaaS company today.

By Marcus Reyes · 12 min read · Apr 2026

Quality

Why your QA rubric is probably wrong

Most QA scorecards reward proxies for quality rather than quality itself. A 12-point alternative, and how to calibrate it.

By Ana Torres · 10 min read · Apr 2026

Retention

Building a save desk that doesn't feel sleazy

Save desks have a reputation problem because most are designed to maximize one number. There's a better way that also makes more money.

By Daniel Kim · 9 min read · Mar 2026

AI deflection: where it works and where it backfires

We've deployed AI deflection across 14 programs. Here are the ticket types where it wins, the ones where it loses, and how to tell the difference up front.

By Marcus Reyes · 14 min read · Mar 2026

Hiring

How to write a great support job description

The signal-to-noise ratio on most support JDs is terrible. A short framework — and the five things you should cut from yours today.

By Jordan Okonkwo · 7 min read · Feb 2026

Quarterly field notes, no marketing emails

We publish a roundup every quarter. Subscribers get it before it goes on the site.