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.
It's July, it's hot, and it's time to start thinking about Christmas. For Mary at least. If you're in CX, you'll probably want to do the same.
Read Mary's take→CX tech is moving fast — new AI every week, toolkits merging and consolidating. The upside: grab the best tool for right now and stay free to trade up the moment something better ships.
Faster support without the quality drop — that's the goal. Zurisaday's got three ways to tighten your workflows, back your team, and get more out of the tools you've already got.
Read the three ways→Game RFPs ask about pricing and staffing, but almost never: "Can you put people on this who actually get our game?" Rich says that's the one that matters most.
Read Rich's take→Fourteen years in customer support, four content moderation projects, and one giant chicken mascot costume — meet June's Mod of the Month.
Meet Jeffreys→Izzy's headed to TrustCon later this month. If you're in San Francisco, don't be a stranger — swing by and say hi.
Get the details→"Just add AI" is clever on a sticker, clumsy as a generic strategy. Specificity wins — and Mark's got the proof: Anthropic hit profitability by betting on one flagship use case.
Read Mark's post→Everyone's using AI to automate processes they've always run. Mary's got a better question: does the process itself still make sense?
Read Mary's take→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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