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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…
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How Language Barriers in Customer Support Quietly Inflate Handle Times
Nobody budgets for this. There is no line item called “extra minutes because the customer and the agent were working…
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Site Visits Still Matter in Outsourcing Due Diligence
Somewhere in the last five years, visiting a vendor’s floor stopped being standard practice. Video walkthroughs replaced it, then never…
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What to Look for in an Outsourcing Partner Training Program
Every vendor deck has a training slide. It is usually four weeks of onboarding, a certification badge, and a number…
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Support Quality Metrics That Actually Predict Performance
CSAT is the metric almost every support operation tracks. It is also the metric most likely to give a false…
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Reducing Customer Support Costs Without Cutting Quality
Most attempts at reducing customer support costs start from the wrong assumption: that cost and quality trade off against each…
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 bilingual support bpo customer services BPO Services BPO Strategy Cultural Alignment in Outsourcing customer expirience strategy customer service customer support hospitality call center Nearshore teams operational performance outsourced agent quality spanish-speaking customer support support operations
