Insights & Strategy
BPO & Customer Service Insights
Page 14 of 14
Technology
A Client's Payment Almost Went to the Wrong Bank Account — Here's What Happened
A Business Email Compromise attack nearly redirected a client payment to a fraudulent account. Here's the full timeline and the policy change that followed.
Mar 5, 2026 · 7 min
Industry Insights
I Spent 30 Minutes on a Call With Nothing Left to Fix. It Was the Most Important Call of the Day.
A Callnovo support agent shares what really happens on the phones — emotional labor, missing docs, and the 30-minute call that saved a customer.
Mar 4, 2026 · 7 min
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