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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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Categories
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- Enhanced Customer Experience (31)
- Operational Efficiency (52)
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bilingual support bpo customer services bpo in mexico BPO Services BPO Strategy customer expirience strategy customer service customer support Mexico operations nearshore customer support Nearshore teams operational performance spanish-speaking customer support support operations support quality metrics
