Insights & Strategy
BPO & Customer Service Insights
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Operations
Customer Service Quality Assurance: What Gets Scored and Who Decides
Customer service quality assurance has five jobs, and software now does one: scoring. Here is what call center quality assurance still leaves to supervisors.
Oct 8, 2026 · 13 min
Operations
Ticket Triage: Sort Support Tickets by What Expires First
Ticket triage sorts support tickets by urgency, channel, and who can fix them. A six-step process, priority levels, routing rules, and where AI should stop.
Oct 1, 2026 · 13 min
Operations
Customer Inquiry Volume: What It Is, How to Estimate It, and How to Cut It at the Source
Customer inquiry volume is orders times contacts per order. Estimate it before a spike, then use 4 levers to reduce pre-purchase inquiries at the source.
Sep 29, 2026 · 13 min
Industry Insights
Social Media Customer Service Outsourcing When Your Ads Drive the Traffic
Social media customer service outsourcing starts with your ad calendar. Staff to spend, route by risk, and beat Meta's 7-day reply clock. See the checklist.
Sep 28, 2026 · 9 min
Operations
Customer Service Outsourcing: Services, Costs & How to Choose
A practical guide to customer service outsourcing: compare channels, coverage, handoffs, quality controls, costs, and the questions to ask before launch.
Sep 27, 2026 · 11 min
Industry Insights
Ecommerce Customer Service Outsourcing: Call Center, Chat, and Email Support
Ecommerce customer service outsourcing and call center support: what to outsource, how to measure it, and what it costs, with English agents from US$5.80/hour.
Sep 22, 2026 · 12 min
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