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 | 95 | Founded | 4 years ago | Last Issue | 5 days ago |
| Active | |||||
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zeroqueue.substack.comLatest Issues
I Hired for Ticket Volume. Now I'm Rebuilding for Judgment.
Three years ago, I walked into a performance review with one of my team leads and we chatted about one of their best support agents. Numbers don’t lie. She was hitting 8 tickets per hour. Quality scores in the 90s. Absence rate solid. By ev...
Your Zendesk tickets can create themselves now
If you’re still creating Zendesk tickets manually after every support call, there’s a better way.
Aircall’s AI Actions automatically creates and updates Zendesk tickets during or immediately after a call — no post-call admin, no dropped co...
The Death of Post-Call Admin: Why AI is Rewriting the Customer Operations Playbook
Every Customer Experience (CX) leader is currently obsessed with the front end of the customer journey. We talk endlessly about instant response times, autonomous chat agents, and eliminating the queue. We optimize the greeting, we fine-tun...
The Deflection Trap: Why Hiding From Your Customers Is Ruining Your Product Telemetry
Every quarterly business review follows the exact same script lately. A support leader stands up, pulls up a slide with a hockey-stick graph, and proudly points to a “70% AI Deflection Rate.” The executive team nods, finance smiles thinking...
The Support Team That Doesn't Sleep
Everyone celebrated when deflection rates hit 40%.
Then 50%. Then 60%.
The dashboards looked great. Leadership was happy. The QBR slides wrote themselves. Every percentage point was proof that the AI investment was paying off.
Nobody sto...
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| Subscribers | Engagement | 67 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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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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