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Supervisor Span of Control: Why Coaching Fails?
Ask a supervisor with twelve agents how their team is doing, and you’ll probably get a specific answer. They know…
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Contact Volume Forecasting Nobody Ever Revisits
Almost every support operation has a forecast. It sits in a spreadsheet somewhere, updated for the current month’s headcount plan,…
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Bilingual Agent Skills: Why Code-Switching Matters
There’s a moment in almost every bilingual support call where the agent switches languages mid-sentence, sometimes mid-word. To a monolingual…
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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…
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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