Initial Findings Reveal Hidden Challenges and Costs in Customer Support Work Based on Recent Survey

I posted this in the 🔒[private feed] channel yesterday, and the survey received some responses that turn out to be very informative! You can still participate if you’re interested, the survey remains open and highly benefits from as many replies as possible. I put together an article on what my research is starting to show: https://supportresearchlab.substack.com/p/asymmetric-face-exposure-in-customer My core argument is that doing Customer Support work is far more demanding than the systems evaluating it have ever been able to see, and that this invisibility has real costs for the practitioners doing it. I wanted to know whether practitioners recognized this in their own experience and what it had actually cost them. The first findings are already very telling!