Zero Queue
ClayThe Ultimate Customer Experience Guide for CX professionals. A publication and community that gives more visibility into success roadmaps of support professionals, leaders, and entrepreneurs.
| Platform |  | Pricing | Freemium | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 86 | Founded | 4 years ago | Last Issue | 3 months ago |
| Active | |||||
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zeroqueue.substack.comLatest Issues
The Secret Language of Support: Mastering Internal Communication for FCR
First Contact Resolution (FCR) is the “North Star.” It is the ultimate metric of efficiency and customer satisfaction. When a customer reaches out and their problem vanishes in a single interaction, we haven’t just saved the company money;...
Deciphering the High-Performer’s Metric Stack
You have a good hold on your metrics, how do you turn that to great?
In the world of professional development, we often speak about “high performers” as if they possess a mystical quality—a secret sauce that allows them to outpace their pe...
5 Essential Soft Skills for High-Velocity Support
In 2026 you may have to reimagine your skillsets to be more of an effective agent using tools you may have never heard of.
The transition from a “Support Representative” to a “Strategic Advocate” isn’t just about temperament—it’s about ROI...
Turning Bad Interactions into Gold Standard QA
Failure often feels like a foreign, dangerous concept.
Failure often feels like a foreign, dangerous concept. When a negative survey response lands, an irate customer demands an escalation, or a public social media “call-out” gains tractio...
The Support-Led Growth Report: 2026 Salary Projections & High-Value Pivots
A deep dive into the rising pay scales of SaaS, the death of the "generalist," and the rare "unicorn" roles you should be hunting for right now.
As we close the books on 2025 and look toward the 2026 fiscal year, the conversation in SaaS b...
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| Subscribers | Engagement | 67 | Monthly Web Visits | ||
|---|---|---|---|---|---|
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Authors
The writers behind this newsletter.
Part time ball knower and sickly Mariners fan | Senior Director of Support @ Cerbo | Spokane | Boise State Alumni |
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