In-Stay Request Routing: Why Guest Needs Get Lost
A guest in Room 412 needs extra towels at 3:30 p.m. on Tuesday. She calls the front desk. That is the number listed next to the phone. The front desk…
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…
What Account Closure Requests Are Really Telling You?
I’ve spent enough time inside financial services support operations, from the West Coast to New York and everywhere in between, to notice something strange. Banks pour money into onboarding research,…
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…
Nearshore Operations Built for Operational Alignment
In high-pressure business environments, alignment is what separates operations that merely function from those that consistently perform. For companies operating in dense, competitive markets, execution gaps show up fast. Customers…