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Quality Score Inflation: When Scorecards Stop Meaning Much
Walk into a support operation with a scorecard where everyone is scoring 92, 94, 96 percent week after week, and…
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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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Self-Service Customer Support: Where to Draw the Line
Automation promises to solve the cost problem in customer support. In practice, the companies that lean hardest into it often…
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Scaling Support Operations Fast: A 90-Day Playbook
Rapid growth is supposed to feel like a win, right up until the support queue triples in size and the…
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Workforce Planning for Variable Demand in Service Operations
Variable demand is one of the most underestimated challenges in service operations. When volume is steady, workforce planning feels manageable.…
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Economic Models in Support Operations: Structural Analysis
Pricing structures do not get enough attention. Most teams focus on headcount, training, and tooling. Meanwhile, the wrong economic models…
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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bilingual support bpo customer services BPO Services BPO Strategy Cultural Alignment in Outsourcing customer expirience strategy customer service customer support Mexico operations nearshore customer support Nearshore teams operational performance outsourced agent quality spanish-speaking customer support support operations
