Field notes from real support operations work
Twice a month I write about what I'm seeing inside growing support teams: what broke, what we changed, and what moved. Written for the support leader who's covering staffing, QA, reporting and the help desk at the same time.
Twice a month. Unsubscribe anytime. Your email stays with us.
What you'll get
Practical, specific, and short enough to read between tickets
One problem per email
Each issue works through a single support operations problem end to end, so you can use it the same week. Staffing, backlogs, QA, reporting, Zendesk, AI.
Real numbers from real work
Anonymized client situations with the before and after. On one retail engagement, a quarter of the email queue turned out not to be customers at all. That's the kind of thing I write about.
Written by me
Plain-text letters, not a designed marketing email. Reply to any of them and it comes straight to me. I read every one.
Recent issues
- The plan looked right. The inputs weren't.
- Why nobody invites support to the meeting
- The coaching mistake I see on every team I walk into
- 50% more volume, zero new hires, here's exactly how
Who writes it
I'm Ty Givens. I've spent 25+ years building support operations, from scrappy startups to companies like See's Candies and Thrive Causemetics, and I founded CX Collective in 2016 to give growing teams the same operational depth.
The newsletter is where I write down what I learn from that work, while it's still fresh.
See client resultsGet the next one
Twice a month, one topic, written by me.