Best Practices

how to draft a cross-functional incident runbook that keeps customers informed and reduces escalations

Dec 02, 2025 • by Claire Moreau

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...

practical checklist to reduce average handle time without hurting first contact resolution

Dec 02, 2025 • by Claire Moreau

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...

designing an SLA framework that aligns engineering, product and support teams for faster fixes

Dec 02, 2025 • by Claire Moreau

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...