A friend who teaches home music recording has a mantra: “Get It Right at the Source” (GIRATS). In music production, nailing the details early—microphone placement, gain, input quality—makes the entire process exponentially…

Yesterday (November 18th, 2025) Cloudflare had the biggest system outage in over five years. Their entire service went down for multiple hours, leaving websites, apps, and other infrastructure that relied on them…

Imagine I hand you a slip of paper with the words “Jingle Bells” on it. Your assignment: sit across a table from your best friend and (without humming or singing) tap the…

Scroll LinkedIn for two seconds or peek into any Technical Support leader water-cooler: everyone’s racing to slap AI onto their support operations with AI bots and AI-first touchpoints. It’s the shiny new…

I love CSAT as a measuring tool. I hate CSAT as a motivator for agents. When I worked in retail sales, the company rolled out CSAT as a metric they suddenly cared…

Here’s the harsh reality of Customer Service: if you are not proactively leading your team toward the culture you want (even after you’ve achieved it), your team will experience an inevitable shift…

The secret sauce of a thriving support team is care. A customer can smell a support agent who doesn’t care, and take it from me, it doesn’t smell like daisies. So how…

If you can only focus on one thing in training teams of front-line technical support folks, what would it be? Technical skill? Soft skills like deescalating conflict? Communication upgrades? All of those…