support-operations
3 free lessons tagged support-operations across Business. Each one is a short sequence of focused steps with narration and a five-question quiz at the end — take them in any order, no signup required.
Running It: The Corpus, the Escalation Path, and the Team
A support deployment is only as good as the documentation behind it and the escalation path in front of it. This lesson covers curating a corpus from ticket history, designing escalation that recognises when to stop, what happens to the team as volume composition shifts, and the failure modes that end these deployments.
Agent Assist: Helping the Human Instead of Replacing Them
The higher-return deployment is usually the one that helps agents rather than removing them. This lesson covers drafting and knowledge surfacing, why suggestion acceptance is a misleading metric, the effect on new agents learning the job, and how assist tooling changes what an agent is measured on.
Deflection, and Why It Is the Wrong Objective
Support automation is usually sold and measured on deflection, which optimises for the customer going away rather than the problem being solved. This lesson examines what deflection actually measures, the difference between resolution and abandonment, why the two are indistinguishable in most dashboards, and what to measure instead.