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Customer Support as a Revenue Driver: Report Into Revenue
Where a function sits on the org chart is not a detail. It signals what that function is for. And…
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Evaluating Outsourcing Total Cost of Ownership in a Vendor Contract
Procurement gets the rate down four percent and everyone celebrates. Eighteen months later the program costs more than the in-house…
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Scaling Support Quality: Why It Drops When Teams Grow Too Fast
The pattern is consistent enough to set a watch by. A team doubles headcount over two quarters to keep up…
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Building a Support Team With Real Cultural Context in Support
Every outsourcing transition has a knowledge-transfer phase. Product training, systems access, policy documents, a shared drive full of macros. Four…
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Service Level Agreement Review: Read the SLA Before You Sign
A service level agreement should make expectations concrete. A good one does. But I have read enough of them to…
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Outsourcing Transition Management: Avoid the 90-Day Traps
When an outsourcing partnership falls apart, the post mortem points backward. It rarely breaks in month ten over a missed…
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How Language Barriers in Customer Support Quietly Inflate Handle Times
Nobody budgets for this. There is no line item called “extra minutes because the customer and the agent were working…
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Site Visits Still Matter in Outsourcing Due Diligence
Somewhere in the last five years, visiting a vendor’s floor stopped being standard practice. Video walkthroughs replaced it, then never…
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What to Look for in an Outsourcing Partner Training Program
Every vendor deck has a training slide. It is usually four weeks of onboarding, a certification badge, and a number…
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The Limits of AI in Customer Service: What It Can’t Do
I’ve watched plenty of support teams fall head over heels for automation, and honestly, I get the appeal. But the…
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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