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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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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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Support Team Onboarding: The Documents That Really Matter
Every operations leader has walked into an onboarding program and received a 40-page product manual, a compliance binder, and a…
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How Monterrey Support Operations Work for West Coast Teams
When West Coast leaders ask me where in Mexico they should place a support team, the answer that surprises them…
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How Timezone Overlap Productivity Improves Global Teams
When I first started helping US companies build offshore and nearshore teams, I underestimated how much of a difference shared…
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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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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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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…
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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