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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…
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The Hidden Revenue in First-Language Customer Service
Language shows up in support budgets as a staffing line. It almost never shows up in revenue reporting, which is…
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Why Same Time Zone Support Resolves Issues Faster
Cost models get all the attention in an outsourcing decision. Coverage hours rarely do — right up until the first…
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Gen Z Customer Service Expectations: What Brands Need to Know
Gen Z is not just a younger version of millennials. They are the first generation to grow up fully inside…
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Outsourced Team Ramp Time: A Realistic Timeline
Every outsourcing proposal includes a ramp timeline, and almost every ramp timeline turns out to be optimistic in practice. The…
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Support Quality Metrics That Actually Predict Performance
CSAT is the metric almost every support operation tracks. It is also the metric most likely to give a false…
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Reducing Customer Support Costs Without Cutting Quality
Most attempts at reducing customer support costs start from the wrong assumption: that cost and quality trade off against each…
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
