CX & Operations
Running high-performing support organizations at scale. The frameworks that worked, the metrics that mattered, and the failures that taught me the difference.
Latest posts
Newest first
What do you do when your company is constantly having outages?
Managing a support team through chronic outages — what actually works, from two years of living it.
The uncomfortable truth about VOC programs
Buy-in, a vendor, dashboards — then nothing changes. Where they fail and how to fix it.
Average Handle Time: the most misused metric in the contact centre
A planning tool used correctly; a CSAT-killer used as an agent target. The difference.
The 80/20 rule in support operations: a practical guide
The most useful prioritisation tool in support — applied to issues, customers, and team.
The 80/20/30 rule
Understand the clients bringing you money — and the ones quietly costing you.
The mantra of exceptional service: lessons from the front line
What works and what doesn’t, from someone who’s lived on the front lines for years.
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.