Playbooks, rubrics, and benchmarks for support QA automation, agent coaching, and CSAT diagnostics. Written for Directors of Support, QA managers, and VPs of CX.
A support leader's playbook for a QA rubric that predicts CSAT and reopen rate. Includes the 8 dimensions, weighting rules, and calibration steps that make it work.
StrategyWhy manual QA sampling misses your worst conversations, distorts agent rankings, and quietly compounds churn. A support leader's diagnostic guide.
FrameworksWhen to keep humans in the loop, when to automate scoring, and how to design a hybrid QA program that scales past 50 support agents without losing rubric integrity.
PlaybooksA day-by-day calibration playbook for a support QA rubric. Get inter-rater agreement above 85% on binary lines before you roll the rubric live to the floor.
CoachingThe specific conversation patterns worth interrupting a 1:1 for, ranked by downstream impact on CSAT and reopen rate. A field guide for support team leads.
CoachingMove from monthly QA score dumps to conversation-level coaching cycles that change agent behavior inside two weeks. A support leader's practical guide.
MetricsThe math and mechanics behind why 2% QA sampling produces unstable, unfair agent rankings, and the full-coverage alternative that fixes it.
Business caseThe four line items that make full-coverage QA pay for itself: agent capacity, CSAT lift, churn saved, and QA headcount redeployed. Numbers a VP can defend.
ComplianceWhat Directors of Support need to align with security and legal before automating QA on customer conversations at scale. Practical checklist included.
PlaybooksA 90-day playbook for support leaders: the specific rubric changes, coaching cadence, and reopen-driver diagnostics that move ticket reopen rate 20 to 30% in one quarter.