Writing
Essays from twenty years of running support — the last twelve at WPML, seven of them as Chief Customer Officer.
Measure the Queue, Not the Bot
Deflection dashboards always go up. Resolution rate can be gamed too. What worked for us was refusing to give the AI its own scoreboard.
Scaling Support Without Hiring
We took an AI agent from 10% of the queue to all of it in six months. The part nobody talks about is the two years of unglamorous groundwork before it - and what the team became after.
Your Ticket Queue Is a Defect Log
The operating model I inherited was the obvious one - volume goes up, you hire. The queue never got smaller by clearing it faster.