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How Guadalajara’s Talent Pool Can Improve Your Hiring
For years, when West Coast operations leaders talked about tech and support talent in Latin America, the conversation defaulted to…
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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…
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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