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Holiday Support Surge: Why Week One Sets December?
The call I get from VPs of CX every December is almost always the same conversation. Their holiday support surge…
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Peak Season Parcel Delays: Tell Customers First
Peak season parcel delays are the one customer support crisis I can predict almost perfectly every single November. The timing…
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Mexico Labor Compliance: What Buyers Should Verify First
The question of mexico labor compliance keeps landing in my inbox the same way every quarter. A U.S. buyer signs…
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Sales to Support Handoff: The Seam Nobody Owns
Every organization has a seam somewhere between the function that sells and the function that supports. Most of the time…
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Competitive Talent Markets and the End of Wage Signaling
English is a scarce competence in Mexico. Fewer than 10 percent of the population speaks it with professional fluency. The…
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Knowledge Base Maintenance and the Biology of Content Decay
The useful life of a help article in a fast-moving product sits somewhere between four and seven months. After that…
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Multi-Site Operations: Why the Decision Comes Early
The second site conversation usually happens for the wrong reason. The operation hits 300 agents. The facilities team flags that…
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Seasonal Capacity Planning Without Permanent Overhead
The budget conversation happens every October. The operations director asks for permission to hire twelve seasonal agents for the holiday…
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Translation Tools in Support Do Not Solve Tone
An agent sits in front of a chat window at 11:04 a.m. The customer wrote in Spanish, politely, with the…
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Outsourcing Proposal Review: The Costs They Leave Out
Every outsourcing proposal is designed to be read a specific way. The headline rate is prominent, the value adds are…
Jean Moreau
Jean Moreau is a digital marketing expert and content creator passionate about storytelling, social media, and helping brands grow online.
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automotive support outsourcing bilingual support bpo customer services bpo in mexico BPO Services BPO Strategy Cultural Alignment in Outsourcing customer expirience strategy customer service customer support Mexico operations Nearshore teams operational performance outsourced agent quality support operations