The ModSquad Blog
We've been blogging since 2008, when a blog was just a web log. But somewhere along the way, everyone's blog turned into a "content hub", a "thought leadership platform", an "SEO engine". We weren't immune either — won't lie. But it's time for something new, so we're going retro. No grand strategy, just letting everyone know what's going on around here. Welcome (back) to the new old-style very tl;dr ModSquad blog. Happy skimming.
At Customer Contact Week in Vegas? Be sure to catch up with our Andrew — he's full of surprises.
Nothing up his sleeve …→Mike Koger's biggest takeaway from Zendesk Relate: now that AI agents are easy to build, process is what makes them actually work.
Watch Mike's take→"We think of ModSquad as a trusted partner, not a vendor." A European toy client told our sales team that, unprompted — because our Mods keep catching things their old provider never did.
Read Mary's post→The ModSquad model looks different from the support team most people picture. James Casey breaks down the Mod difference in a quick carousel.
See the Mod difference→Family game nights, a little Imagine Dragons, and a genuine love of helping people — say hello to May's Mod of the Month.
Meet Adrian→"How is your business using AI?" is about as useful a question as "How do you use Microsoft Office?" The real conversation doesn't start with the toolbox — it starts with the work.
Read Mary's take→We took notes at Zendesk Relate on what CX leaders were actually talking about. A handful of themes kept coming up.
What we heard→Ronald Coase won a Nobel for explaining why poorly organized companies lose money on every transaction. AI just makes the math worse — unless data governance is doing its job.
Get our full take→April's Mod of the Month: seasoned customer-care pro, aspiring green thumb, proud grandma.
Meet Rosalind→Getting people into your Discord is the easy part. Keeping them coming back is the harder problem — and Rich thinks it doesn't get enough airtime.
Rich's take→Luke's heading to CCW UK Summit in London next week (May 11–13). Track him down between sessions if you'll be there.
See his post→Why design-driven safety beats compliance-driven safety — and why legislation is the forcing function, not the reason.
Step up to our soapbox→Our annual guide to the best call center location is up. Spoiler: still not a call center.
Read it→Spent a few days at London Games Festival. Player safety got lots of airtime. Great to hear teams talk about it as a design question, not merely a compliance one.
See the post→And the Mod of the Month for March is ... (drumroll, please) ... Carlos! Congratulations!
Meet Carlos→LSU Law is honoring our own COO and General Counsel, Michael H. Pinkerton, with their Distinguished Alumni Award — Legal Innovator. Way to go, Mike!
See the announcement→New blog starts now. We've squirrelled away all our previous long posts in the library.
Article Library→Check 1, 2, 3 ... is this thing on?
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