-
Multi-Site Operations: Why the Decision Comes Early
The second site conversation usually happens for the wrong reason. The operation hits 300 agents. The facilities team flags that…
-
Seasonal Capacity Planning Without Permanent Overhead
The budget conversation happens every October. The operations director asks for permission to hire twelve seasonal agents for the holiday…
-
Supervisor Span of Control: Why Coaching Fails?
Ask a supervisor with twelve agents how their team is doing, and you’ll probably get a specific answer. They know…
-
Contact Volume Forecasting Nobody Ever Revisits
Almost every support operation has a forecast. It sits in a spreadsheet somewhere, updated for the current month’s headcount plan,…
-
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…
-
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…
-
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…
-
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…
-
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…
-
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…
Jean Moreau
Jean Moreau is a digital marketing expert and content creator passionate about storytelling, social media, and helping brands grow online.
Search
Categories
- BPO Strategic Advantages (24)
- Enhanced Customer Experience (33)
- Operational Efficiency (56)
- Uncategorized (1)
Tags
automotive support outsourcing bilingual support bpo customer services BPO Services BPO Strategy call center teams customer expirience strategy customer service customer support hospitality call center Mexico operations Nearshore teams operational performance spanish-speaking customer support support operations
