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Preventing service degradation at scale
Expansion is the ultimate double-edged sword in the business world. One day you’re celebrating a record-breaking quarter, and the next,…
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Aligning CX strategy with business growth
I’ve spent most of my career working with organisations that thought they were scaling, when in reality they were simply…
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Customer service models for regulated industries
I have spent most of my career working with organisations that operate under pressure, scrutiny, and regulation. As a Nearshore…
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Managing operational risk in customer support
Customer support today operates under intense pressure. Regulatory expectations are higher, customers are less forgiving, and operational complexity has increased…
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Coaching beyond average handle time
Customer experience teams operate under constant pressure to move faster. As interaction volumes rise and expectations continue to climb across…
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Choosing a BPO partner without the buzzwords
Coming out of UCLA, I expected growth conversations to sound smarter than they usually do in real life. What I…
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When a small company needs a bigger service
Growth rarely arrives politely. It shows up through more emails, more tickets, more questions, and more pressure on teams that…
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The cost of complicated CX procedures
Complicated customer experience doesn’t usually start with bad intentions. It starts with good teams adding layers, approvals, scripts, and safeguards…
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Cultural fluency in nearshore customer service
Cultural fluency is no longer a soft skill that companies hope for; it is a necessity. In cross-border operations, it…
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Operational efficiency that customers can feel
On the West Coast, people don’t talk about efficiency unless it breaks. When things work, they just move on with…
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.
