Guides
Guides for people who run support teams
Practical, evergreen writing on training, assessing and hiring support agents. The deal: these are genuinely useful whether you ever use PRISM or not — no fluff, no news, no "10 tips". Where we think PRISM helps, we say so at the end and label it clearly.
GUIDE
How to reduce support escalations — without hiring more seniors
Most escalations aren't genuinely complex — they're capability gaps in disguise. The four root causes, an audit you can run this week, and what actually moves the number.
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GUIDE
How to assess support agents — before and after you hire them
Interviews measure articulacy and CVs measure tenure. Work samples predict performance. What to measure, how to run one — including how to do it yourself, manually, without any tool.
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GUIDE
A support onboarding plan that builds judgment, not just knowledge
Most onboarding front-loads product knowledge and leaves judgment to chance. A 4-week ramp plan you can steal, and how to know an agent is actually ready.
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GUIDE
Customer support KPIs that actually predict performance
The metrics worth tracking, what each is really for, and the one thing every standard KPI misses — they measure the past. How to add a leading indicator of capability.
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GUIDE
Customer support QA: what it catches, and the gap it can't fill
How to run QA well — rubric, sampling, calibration, coaching — and the three things it structurally can't tell you. Why QA and capability testing are complementary.
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GUIDE
Scenario-based training for customer support teams
What it is, why it beats quizzes and video courses, and what good looks like — live systems, scored thinking, coaching after every scenario.
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PRISM by industry
Fair warning: these are product pages, not guides — how PRISM training works in each industry's systems, for when you're evaluating it for your team.
Logistics & fleet teams
Training inside a realistic fleet operations system — drivers, vehicles, maintenance holds, claims.
Healthcare & clinic teams
Training inside a realistic clinic system — records, appointments, audit logs, permissions.
E-commerce teams
Training inside a realistic retail back office — orders, refunds, promotions, subscriptions.