Insights & Strategy
Operations
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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
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
Operations
Insurance BPO: The License Line and the Vendor File
Insurance BPO holds up when two lines do: which calls need a licensed person, and what a carrier's vendor review asks for. Get the routing table and checklist.
Sep 19, 2026 · 9 min
Operations
Call Center Quality Assurance Software: Coverage Was the Easy Part
Call center quality assurance software now scores every conversation. The standard it replaces is four calls per agent monthly. See the three questions to ask.
Sep 13, 2026 · 9 min
Operations
Multilingual Call Center Services: The Two Questions Nobody Asks
Multilingual call center services are sold by language count. Whether multilingual customer support works depends on two things: dialing in, and agent tenure.
Sep 8, 2026 · 10 min
Operations
Customs Bills Create Cross-Border Ecommerce Support Spikes
Surprise duty bills are now an ecommerce customer support problem, not just logistics. What changed in the US and EU, and how to answer first.
Aug 14, 2026 · 7 min
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