Managing seasonal demand in customer service
Seasonal spikes are nothing new in customer service, but the way they hit operations today feels different. Demand no longer rises in neat, predictable waves. It surges, stalls, rebounds, and…
Reducing service friction in customer support
In my work as a Nearshore BPO Specialist at The Customer Experience Lab, I’ve learned that most organizations don’t struggle with customer support because they lack effort or intent. They…