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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:…
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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…
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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bilingual support bpo customer services BPO Services BPO Strategy Cultural Alignment in Outsourcing customer expirience strategy customer service customer support hospitality call center nearshore customer support Nearshore teams operational performance outsourced agent quality spanish-speaking customer support support operations
