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 —…
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.…
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…
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…
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…
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…
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…
Financial services firms on the East Coast operate in one of the most regulated, competitive, and cost-pressured customer support environments in the country. New York alone is home to hundreds…
If you’ve ever tried to navigate the morning rush in Manhattan or catch a flight out of Logan during a Nor’easter, you know that the East Coast operates at a…
If you’ve been watching where U.S. companies are building their support capacity over the last few years, the pattern is pretty clear. Latin America keeps coming up, and not just…