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Building a Travel Support Crisis Operation That Handles Well
The travel industry does not get to choose when things go wrong. A weather system grounds 400 flights. A hotel…
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Onboarding Quality Determines Long-Term Agent Performance?
Most contact centers treat onboarding as something to get through, not something to invest in. The faster a new agent…
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Reducing Average Handle Time Without Sacrificing Quality
There is a version of reducing average handle time that makes a contact center look great on a dashboard and…
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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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Why the West Coast Partnership Model Is Thriving
Something specific is happening in how West Coast companies are approaching their nearshore BPO relationships. It is producing results that…
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Agent Retention in Nearshore Operations: Why It Matters
There is a metric that most companies forget to ask about when evaluating nearshore providers. It is one of the…
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What to Look for in a Call Center Company
I have helped a lot of US companies through the process of selecting an outsourcing partner, and the ones that…
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Mexico Operations: Expanding Your Strategic Support Base
There is a difference between outsourcing a function and building a strategic presence. The companies I see getting the most…
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Strategic Bilingual Support: The Mexico Advantage
If there is one topic that comes up in almost every conversation I have with US operations leaders, it is…
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Continuous Service Availability: Follow the Sun Operations
Living on the West Coast, we are used to a world that never truly sleeps. From the late-night tech pushes…
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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automotive support outsourcing average handle time bilingual support bpo customer services BPO Services continuous operations Costa Rica BPO customer expirience strategy customer support Mexico operations nearshore customer support Nearshore teams operational performance service availability support operations
