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Ines van Dijk is the founder of Customer Support Excellence and the author of The Customer Support QA Playbook. Her research on the Conversational Integrity Model is indexed on SSRN.
Burnout is a quiet crisis in SaaS customer support. As AI and automation absorb the routine tickets, human support teams are left handling the hardest, most emotionally loaded conversations in the business, and burnout, disengagement, and agent attrition are climbing as a result. This article covers four causes of customer support burnout that standard wellbeing…
Ines van Dijk · 22 Sept 2026
Contact driver analysis is supposed to tell support leaders why customers get in touch. You’ll often find that reports only tell you what customers asked about. Those are different questions, and the gap between them is where you risk losing a meaningful share of the customer support department’s budget. This article covers: At the end…
Ines van Dijk · 8 Sept 2026
Nearly every QA rubric in Customer Support has a criterion version of it: “agent demonstrated empathy”. Sometimes it gets a point scale. Sometimes a checkbox. Occasionally a grading guide that says something like “score 3 if the agent showed genuine care for the customer’s situation”, as if genuine is something that means the same every…
Ines van Dijk · 23 Jun 2026
There’s a version of the AI-in-Support conversation that goes like this: AI handles the simple stuff, humans handle the complex stuff, everyone wins. It’s a reasonable starting point. It’s also incomplete enough to produce some genuinely bad hiring decisions. The framing itself isn’t a problem. It’s that “complex” is doing too much work. When teams…
Ines van Dijk · 9 Jun 2026
Discover the four key signals that help support teams make smarter automation routing decisions and send every ticket to the right place.
Ines van Dijk · 2 Jun 2026
