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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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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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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…
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Shared Service Models vs Dedicated BPO: Operational Tradeoffs
The decision between shared service models and dedicated BPO arrangements is one of the most consequential operational choices a company…
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How Nearshore Teams Reduce Time-to-Resolution
Time-to-resolution sounds like a straightforward metric until you actually try to improve it. In most cases the companies that struggle…
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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