Category: Measure

6.1.26 Read Time: 2 Mins

Five Questions Every Support Leader Should Be Able to Answer

There are five questions every support leader should be able to answer from data they already have. Most cannot.

5.13.26 Read Time: 2 Mins

What to Measure Instead of Deflection: The Engagement Framework

Stop measuring defection and start measuring engagement – here is how.

5.5.26 Read Time: 4 Mins

The Hidden Risk in Measuring Deflection: Why AI Makes It More Dangerous

For decades, support organizations have measured deflection as a success metric. High deflection rates meant customers were finding answers on their own. Self-service was working. Support was becoming more efficient. …

4.27.26 Read Time: < 1

From Cost Reduction to Revenue Growth — What Salesforce’s AI Journey Tells Every Support Leader

If support cannot align to growth — if it remains defined by ticket volume and cost per case — AI can do that work at lower cost. Support becomes a …

4.16.26 Read Time: < 1

10 Questions Every Support Leader Should Answer

Beyond support operational metrics are the hidden treasures that describe the impact support has on the business.  To reveal support’s value to the business start by answering these questions.

3.31.26 Read Time: 5 Mins

Do You Have the Right Data to Tell Support’s Story?

The right data does not just tell you what support does. It tells you what support is worth. This edition introduces the measurement stack that makes that story possible.

3.20.26 Read Time: < 1

Activity is visible. Impact is not.

Support reporting makes us look busy. Being busy is not enough. Being valuable is the goal and this requires proof.

3.6.26 Read Time: < 1

Block’s Chopping Block

Block’s stock jumped after announcing 40-50% staff cuts—justified by AI-driven productivity gains