Strategy
How to reduce support costs without losing quality
The largest savings come from removing contacts, not from paying less per contact.
Resources
Practical BPO ideas for
outsourcing better.
Clear guidance for building outsourced workflows, protecting quality, and scaling support with confidence.
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Operations
What 24/7 customer support really takes
The overnight hours are cheap to promise and expensive to staff badly. Here is the arithmetic.
Strategy
Omnichannel vs multichannel support: the real difference
Multichannel means you are on several channels. Omnichannel means they know each other.
Strategy
How to write a call center RFP that gets useful answers
Most RFPs produce comparable-looking proposals that hide the differences that matter.
Operations
Launching an outsourced support team: the first 90 days
Most outsourcing engagements are decided in the first three months, usually by how much attention the client gave.
Compliance
GDPR and outsourcing customer support in Europe
The questions to settle before a European customer's data reaches an outsourced team.