How about reducing contact volume instead of increasing support headcount?
Most support teams focus on managing demand through more people, better SLAs or AI.
But what if support tickets could help identify opportunities to reduce demand in the first place?
I've written a short article on how support conversations can be turned into improvement opportunities:
Read the article
I'm also running a small early-access Support Performance Analysis programme and have a few spaces remaining if anyone would like to explore this with their own support data.
