Customer Support Researcher. Augist studies how support teams run queues, escalations, and quality reviews at Supportman, and turns what she finds into practical playbooks for Field Notes.
Reopens are strong evidence something went wrong, but a narrower signal than teams assume. What they catch, what they miss, and how to read them.
Published · Updated · Augist McCarthy
Metrics & MeasurementAverage CSAT hides response rate, sample size, distribution, segment differences, volatility, and unrated conversations. Learn what to show beside it.
Published · Updated · Augist McCarthy
Metrics & MeasurementBuild a balanced support dashboard with volume, responsiveness, resolution, surveyed CSAT, response rate, satisfaction coverage, QA, and DSAT.
Use AI to find repeated conversation patterns and prepare individualized coaching, while managers retain context, judgment, and responsibility.
Feedback can reduce performance when it targets identity, lacks evidence, or offers no next step. Learn how to coach support agents from task-level evidence.
Team reports diagnose systems. Agent reports support individual development. Learn how to use both without turning support metrics into an unfair ranking.
Published · Updated · Augist McCarthy
Support OperationsLearn how to classify DSAT by agent, product, policy, process, tooling, and customer factors, then turn negative ratings into measurable fixes.
Customer praise can do more than lift morale. Learn how to turn positive CSAT comments into behavioural examples for onboarding, QA, and coaching.
Can a well-handled failure create more loyalty than a flawless experience? Sometimes. What the research says, when it holds, and why it's no excuse.
Automated support QA needs a custom rubric, human calibration set, attribute-level agreement checks, confidence thresholds, and an appeal process.
Published · Updated · Augist McCarthy
Support OperationsA practical guide to calibrating AI-predicted CSAT using customer ratings, error analysis, subgroup checks, confidence thresholds, and human review.
CSAT tells you how respondents felt. A support QA rubric explains why. Learn the five dimensions that make conversation quality measurable.
Learn how surveyed ratings and AI-predicted CSAT work together to create a satisfaction signal for every eligible support conversation.
Most customers never complete a CSAT survey. Learn how nonresponse and positivity bias affect support reporting, and how predicted CSAT fills the gap.
Published · Updated · Augist McCarthy
Metrics & Measurement