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
AI takes the easy tickets. How to train your team for the hard ones.
What AI hands back to your agents, the skills that matter more now, how to train for them, and a check you can run on your own queue this week.
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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.