Support operations

Best practices for structuring, scaling, and improving customer service operations.

customer support occupancy calculator
Customer support
  —  
11
 MIN READ

Occupancy, Shrinkage & Concurrency: The Math Behind Staffing

Master customer support staffing with occupancy, shrinkage, and concurrency math.
ai rollout communication plan
Customer support
  —  
11
 MIN READ

Communication Plan for AI Rollouts: Executive, Manager, and Agent Messaging Templates

Master AI rollout communication to ensure smooth adoption and clear messaging.
customer support forecasting
Customer support
  —  
21
 MIN READ

Forecasting in Customer Support: Volume, AHT, and Seasonality Models

Master customer support forecasting to optimize staffing and SLA adherence.
support scheduling best practices
Customer support
  —  
11
 MIN READ

Scheduling Best Practices for Customer Support: Shifts, Part-Time Mix, and Time-Off Policies

Master support scheduling to boost team morale and meet SLAs consistently.
change advisory board for support ai
Customer support
  —  
13
 MIN READ

Change Advisory Board: Roles, RACI, and Decision Gates for Support AI Rollouts

Change Advisory Boards ensure smooth AI support rollouts.
support skills matrix planning
Customer support
  —  
12
 MIN READ

Queues and Skills: How to Use Support Skills Matrix Planning to Reduce Wait Times

Master skills matrix planning to reduce customer wait times.
chat concurrency customer service
Customer support
  —  
14
 MIN READ

Chat Concurrency & Quality: How Many Chats per Agent?

Master chat concurrency to boost support efficiency without losing quality.
lean six sigma in customer service
Customer support
  —  
13
 MIN READ

Lean Six Sigma for Customer Service: Reduce Defects, Improve CSAT

Cut errors and boost customer satisfaction with Lean Six Sigma in service.
customer service interview questions for startups
Customer support
  —  
4
 MIN READ

Customer Service Interview Questions for Startups (+Scorecard)

Ace your startup customer service interview with key insights and tips.
Cobbai AI agent logo darkCobbai AI agent Front logo darkCobbai AI agent Companion logo darkCobbai AI agent Analyst logo dark

Turn every interaction into an opportunity

Assemble your AI agents and helpdesk tools to elevate your customer experience.