Free Guides for Support Leaders

5 Safe AI Patterns for Customer Service

A framework for AI you can defend to Legal, Security, and Compliance

Learn the five patterns that prevent AI disasters like Cursor, Klarna, and Air Canada. Includes evaluation checklists for vendor conversations.

The Support QA Playbook

Score Every Conversation. Keep Every Customer.

A practical rubric for scoring support conversations that actually correlates with retention. Includes the 60/40 outcomes framework and calibration guidance.

The Support Team's AI Playbook

How to Automate Up to 80% of Tickets Without Losing Your Best People

Cut through the AI hype with a practical implementation framework. Learn what to automate, what to keep human, and how to bring your team along.