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Knowledge Base Maintenance and the Biology of Content Decay
The useful life of a help article in a fast-moving product sits somewhere between four and seven months. After that…
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Multi-Site Operations: Why the Decision Comes Early
The second site conversation usually happens for the wrong reason. The operation hits 300 agents. The facilities team flags that…
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Seasonal Capacity Planning Without Permanent Overhead
The budget conversation happens every October. The operations director asks for permission to hire twelve seasonal agents for the holiday…
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Translation Tools in Support Do Not Solve Tone
An agent sits in front of a chat window at 11:04 a.m. The customer wrote in Spanish, politely, with the…
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Outsourcing Proposal Review: The Costs They Leave Out
Every outsourcing proposal is designed to be read a specific way. The headline rate is prominent, the value adds are…
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Supervisor Span of Control: Why Coaching Fails?
Ask a supervisor with twelve agents how their team is doing, and you’ll probably get a specific answer. They know…
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Contact Volume Forecasting Nobody Ever Revisits
Almost every support operation has a forecast. It sits in a spreadsheet somewhere, updated for the current month’s headcount plan,…
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Bilingual Agent Skills: Why Code-Switching Matters
There’s a moment in almost every bilingual support call where the agent switches languages mid-sentence, sometimes mid-word. To a monolingual…
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Outsourcing Pilot Design: What It Should Actually Prove
Outsourcing pilots have become one of the most oversold rituals in vendor selection. Everyone runs them. Everyone treats the result…
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Why Support Escalation Coverage Fails at Hour Three
Every support operation has a story about the ticket that sat unresolved for six hours because the person who could…
Alejandra Moreno
Alejandra is a Nearshore BPO expert passionate about CX services in USA and Latin America, helping international companies to understand the new wave of technology and BPO Services.
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