Field notes from 30+ years of bilingual contact center operations — what's working, what's changing, and what we're seeing across insurance, healthcare, retail, and beyond.
BlogOutsourcing customer service is often presented as a way to reduce operating expenses. Instead of recruiting, training, and managing an…
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BlogYour customer service budget keeps growing, but the pressure on your team has not eased. Overtime fills scheduling gaps. Supervisors…
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BlogA polished proposal can make a BPO partner look ready before anyone has tested how it handles a policy change,…
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BlogThe cheapest quoted hourly rate rarely tells you which customer service model costs less. An internal team carries recruiting, supervision,…
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BlogA customer-service procedure can look complete until a new agent encounters the first exception. The refund falls outside the standard…
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BlogA contact center can hit its service-level target and still create expensive problems. Calls may be answered quickly but transferred…
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BlogThe worst customer escalation is not always the loudest call. It may be the quiet ticket that sits because the…
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BlogWaste management may be an operations-heavy industry, but behind every route is a large customer service operation. Residential customers have…
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BlogLearn how waste management companies can improve responsiveness, billing support, missed pickup communication, bilingual service, and customer satisfaction through nearshore…
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BlogCompanies often begin an AI discussion with a technology question: Where can we use AI? Customer-experience leaders may get more…
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