-
Managing peak demand in customer service
If you have ever worked in customer experience during the holiday season or a major product launch, you know that…
-
Knowledge transfer in Nearshore Teams in USA and Latin America
In my years of professional experience, I’ve noticed a recurring theme; companies often spend months picking the right partner and…
-
Experience Consistency in High-Volume Services
I’ve often said that anyone can provide a brilliant customer experience when they only have five customers to look after.…
-
Managing operational risk in customer support
Customer support today operates under intense pressure. Regulatory expectations are higher, customers are less forgiving, and operational complexity has increased…
-
Coaching beyond average handle time
Customer experience teams operate under constant pressure to move faster. As interaction volumes rise and expectations continue to climb across…
-
The cost of complicated CX procedures
Complicated customer experience doesn’t usually start with bad intentions. It starts with good teams adding layers, approvals, scripts, and safeguards…
-
Operational efficiency that customers can feel
On the West Coast, people don’t talk about efficiency unless it breaks. When things work, they just move on with…
-
Nearshore teams that feel like next door
I’ve been thinking a lot about how distance has started to mean something different in service work. From California, the…
Jean Moreau
Jean Moreau is a digital marketing expert and content creator passionate about storytelling, social media, and helping brands grow online.