Insights
Practical thinking on customer service operations, workforce management, and what it really takes to run a great call centre.
High agent churn is the silent killer of call centre quality — and its true cost is several times what finance sees. How to calculate it honestly, and the playbook for teams that stay.
Most call centres track dozens of KPIs. The operations that actually build customer loyalty obsess over one: did you solve the problem the first time? A practical guide to FCR.
Kenya is one of the fastest-growing BPO markets in the world. Here is what is actually driving US businesses toward an East Africa delivery model — and what to check before you commit.
Reading is useful. A 30-minute conversation about your actual volumes is faster.