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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…
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Support Metrics for Leadership That Survive a Board Meeting
Any head of support who has presented at a board meeting knows the specific silence that follows a metric that…
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Quality Score Inflation: When Scorecards Stop Meaning Much
Walk into a support operation with a scorecard where everyone is scoring 92, 94, 96 percent week after week, and…
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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…
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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