Department II
AI in Support
Deploying agentic AI and ticket triage in live queues. What earned its place in the stack, what got ripped back out, and how to tell the difference before you spend the budget.
Latest posts
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I wrote about AI in the contact centre in 2018. Here’s what I got right.
Eight years on, I’ve implemented it at two companies. An honest retrospective.
Average Handle Time: the most misused metric in the contact centre
What AI-era planning gets right about AHT — and what individual targets destroy.
The uncomfortable truth about VOC programs
Where AI-assisted listening programs quietly fail, and what to build instead.
Free · no fluff
The 12 metrics I actually track after 19 years.
Not vanity numbers — the KPIs that drive real decisions in a support org, with the trap baked into each one spelled out.
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The CX Leader’s KPI Playbook
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