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The Fully-Loaded Cost of Poor Quality in Customer Support
Most organizations understand that poor customer support quality is expensive. What they tend to underestimate is how expensive, and more…
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Building a Travel Support Crisis Operation That Handles Well
The travel industry does not get to choose when things go wrong. A weather system grounds 400 flights. A hotel…
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What Makes a Telecom Support Operation Genuinely Scalable
Scalability in telecom support operations is one of those things that looks straightforward on paper and falls apart in practice.…
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Onboarding Quality Determines Long-Term Agent Performance?
Most contact centers treat onboarding as something to get through, not something to invest in. The faster a new agent…
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How Nearshore Teams Reduce Time-to-Resolution
Time-to-resolution sounds like a straightforward metric until you actually try to improve it. In most cases the companies that struggle…
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The Operational Impact of Compliance Requirements in Finance
Financial support operations do not get to treat compliance requirements as a separate department problem. They are embedded in every…
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Reducing Average Handle Time Without Sacrificing Quality
There is a version of reducing average handle time that makes a contact center look great on a dashboard and…
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Workforce Planning for Variable Demand in Service Operations
Variable demand is one of the most underestimated challenges in service operations. When volume is steady, workforce planning feels manageable.…
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Why CX Alignment Breaks Down Between Sales and Support Teams
If you have ever watched a customer go from genuinely excited during the sales process to completely frustrated two weeks…
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Telecom Outsourcing: Cutting Costs in the West
In telecom, the margin between a customer who stays and a customer who churns is often a single support interaction.…
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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