frontline dispatches
What We're Learning Every Day
Raw dispatches from customer support operations. Not polished case studies—real insights from teams handling millions of interactions.
Updated: January 31, 2025
featured
FeaturedJanuary 31, 2025
Black Friday 2024: 340% volume spike handled without wait time increase
Our pre-trained seasonal team of 45 agents ramped up in 3 days. Here's how we did it.
340%
Volume increase
< 2 min
Avg wait time
4.7/5
CSAT maintained
recent dispatches
Recent Dispatches
Our pre-trained seasonal team of 45 agents ramped up in 3 days. Here's how we did it.
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A SaaS client expanding to Mexico needed native Spanish speakers fast. We delivered.
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Our latest AI model identifies and resolves common issues without human intervention.
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Third consecutive audit with perfect compliance. Here's our approach.
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AHT incentivizes rushing. Customer Effort Score incentivizes solving. We chose solving.
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Follow-the-sun model across 3 time zones keeps response times fast and agents happy.
from the dispatch board
AHT incentivizes rushing. Customer Effort Score incentivizes solving. We chose solving.
deep dives
Deep Dives
Longer explorations of operational challenges
Scaling Operations
How a D2C Fashion Brand Cut Response Time by 60%
From 4-hour response times to under 90 minutes while growing 3x. The full story.
8 min · Read →
Human + AI
SaaS Company Outsources Tier-1 Support: 6-Month Results
Engineering time recovered, customer satisfaction improved. Here's the data.
10 min · Read →
Industry Insights
Building HIPAA-Compliant Support from Scratch
A telehealth startup needed compliant support in 30 days. We made it happen.
12 min · Read →
Multilingual Support
The ROI of Multilingual Support: Real Numbers
What happens when you stop forcing customers to use English.
7 min · Read →
metrics we track (and why)
Metrics We Track (And Why)
Not vanity metrics—the ones that actually predict customer outcomes.
First Contact Resolution
→ Customer Effort Score
FCR rewards closing tickets fast. CES measures how hard customers had to work—which actually predicts loyalty.
Average Handle Time
→ Resolution Quality Time
AHT penalizes thoroughness. A 10-minute call that solves everything beats three 3-minute calls that don't.
CSAT Score
→ Re-contact Rate
CSAT is easily gamed. Re-contact rate is honest: if customers come back with the same issue, you didn't solve it.
start
Have a Story to Share?
We're always learning from the front lines. If you have a story—success or failure—we'd love to hear it.