Customer Carenumber Co / Best Practices
I run quarterly CX retrospectives because monthly fire-fighting and weekly stand-ups rarely create the space to learn deliberately. Over the years I’ve seen retros devolve into complaint sessions — a room where every pain point is aired but nothing changes. In this post I’ll share a...
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Supporting regulated industries — healthcare, finance, telecoms, utilities, and similar — forces you to be precise about escalation workflows. I’ve built and reviewed workflows for teams operating under strict SLAs, audit trails, and privacy constraints, and I still lean on a handful of...
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I’ve spent more than a decade helping support teams design processes that keep customers calm and teams focused during incidents. One of the most reliable levers I’ve found is a well-drafted cross-functional incident runbook: a living document that defines who does what, when, and how we talk...
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I often get asked whether it's possible to cut average handle time (AHT) without eroding first contact resolution (FCR). In practice, these two metrics are deeply connected: shave off a few minutes in one place and you can accidentally send customers back into the queue. Over the last decade I’ve...
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I’ve spent more than a decade helping support teams bridge the messy gaps between product, engineering, and customer-facing teams. One of the clearest levers I’ve seen for getting faster fixes and fewer escalations is a well-designed Service Level Agreement (SLA) framework that’s owned and...
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