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Support Team Onboarding: The Documents That Really Matter
Every operations leader has walked into an onboarding program and received a 40-page product manual, a compliance binder, and a…
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How Support Headcount Planning Should Use Contact Patterns
Ask ten founders how they sized their support team and most will describe a variation of the same math: divide…
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How Monterrey Support Operations Work for West Coast Teams
When West Coast leaders ask me where in Mexico they should place a support team, the answer that surprises them…
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How Cross-Border Data Handling Shapes Support Operations
One of the questions I get most often from West Coast operations leaders considering a nearshore support partner is not…
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How Timezone Overlap Productivity Improves Global Teams
When I first started helping US companies build offshore and nearshore teams, I underestimated how much of a difference shared…
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How Guadalajara’s Talent Pool Can Improve Your Hiring
For years, when West Coast operations leaders talked about tech and support talent in Latin America, the conversation defaulted to…
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Support Team Attrition Cost: What It Really Adds Up To
Every operations leader I work with can quote their attrition rate. Very few can quote what it actually costs them.…
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Vendor Transition Planning: Switch Without Losing Months
The fear that keeps West Coast operations leaders locked into a support vendor they have outgrown is not really about…
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Where Spanish Language Support Demand Actually Comes From
Most companies serving US customers assume that spanish language support demand is spread evenly across their customer base, like a…
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Nearshore Ramp Time: A Realistic Look at the Full Curve
When a company outsources customer support to a nearshore partner, the first question after signing is almost always the same:…
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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average handle time bilingual support BPO Services BPO Strategy call center teams Cultural Alignment in Outsourcing customer expirience strategy customer service customer support Mexico operations nearshore customer support Nearshore teams operational performance outsourced agent quality support operations
