Rate Enquiry Handling: Sales Conversations in Disguise
A guest calls the hotel at 4 p.m. on a Thursday and asks what a room costs for a weekend in November. The agent who picks up has been trained…
What Vendor Performance Reporting Leaves Out
I’ve sat through a lot of vendor QBR decks over the years, from Bay Area SaaS operations to Manhattan enterprise procurement offices. The decks are almost always beautiful. Green dashboards.…
Support Capacity Forecasting and Where It Breaks
I’ve been in enough workforce planning meetings across the Bay Area and New York support operations to notice something odd. Every operation has a forecasting problem. Every operation thinks their…
Technical Support Lifetime Value: Why Service Quality Predicts How Long Subscribers Stay
Carriers price a support interaction the way they price a commodity: cost per contact, benchmarked against peers, driven down each planning cycle. Technical support lifetime value is the counter-model —…
Executive Support Metrics: The Short List Leaders Should See
Most executive dashboards are a mess. They are crowded with numbers that look important and change nothing. Handle time here, a dozen queue stats there, a color-coded grid nobody reads.…
Why First Contact Resolution Still Decides Loyalty
Customers forgive a lot. A long hold, a confusing menu, even an agent who needs a minute to find the right answer. What they do not forgive easily is having…
Seasonal Travel Demand Management: Surviving Peak Bookings
Every travel brand knows the calendar. Spring break, summer holidays, and the winter rush all arrive predictably. Most support teams still get caught flat-footed when the volume actually hits. Seasonal…
Why Telecom CX Demands Specialist Support Operations
Telecom is one of the few industries where the gap between generic and specialist support operations is consistently visible in customer data. The contacts agents handle span billing disputes on…
Why East Coast Firms Trust Mexico for Customer Support
The conversation about outsourcing customer support has matured significantly on the East Coast. It is no longer primarily about cost reduction. The firms getting the most out of their Mexico…
Telecom Support Nearshore for East Coast Markets
Running telecom support nearshore on the East Coast is a different proposition from running it anywhere else in the country. The market is dense. The customer base is sophisticated. The…