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Notes on software, bookings & website development

We publish what we can measure and what we got wrong. Once a month.

Data

Sep 12, 20265 min read

What 2.4 million support messages look like once you sort them

Six topics cover 71% of everything customers write. The seventh is the one nobody ever documented, and it is almost always the same one.

Say it is an agent. Every team that hid it lost CSAT

Sep 5, 20264 min read

Closely spaced vertical pleats fading from lit on the left into darkness on the right

Your backlog is a queue problem, not a headcount problem

Aug 28, 20263 min read

A curved fold in a pale ribbed surface, the ribs bending around the curve

We keep a list of what we will not automate, and it gets longer

Jul 11, 20264 min read

Dark pleated fabric in vertical folds, a band of fine ribbing catching the light across the middle

What a wrong answer costs over ninety days, not the apology

Jun 27, 20264 min read

A diagonal ridge of tightly stacked fine lines, lit along its edge against black

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