Research Part 1: Reevaluating Burnout and Hidden Costs in Customer Support

Part 1 of my research into the cost of doing Support was just published. We all know that burnout is very real in this industry, but I believe we’re missing a part of the story. I’m suggesting an addition to how we understand burnout, and what CS needs to start taking a closer look at. https://supportresearchlab.substack.com/p/part-1-recognizing-a-new-harm-pathway