Written from the work, not around it
We are not a publisher; we run support functions for 20+ client brands. So the posts here stay close to that work — what outsourcing complaint handling or an IT helpdesk involves, and what changes for the customer on the other end of the line.
Latest articles
Outsource Complaint Handling Process and Turn Your Customer Feedback into Success Stories
Consumers now have more power than ever. If they have a good experience with your business, they will say so — and if they do not, they will say that too.
Outsourcing Your IT Helpdesk: A Strategic Move for Superior Business Outcomes
An outsourced first line is a defined ticket lifecycle, an agreed coverage window and a knowledge base someone owns. What it is worth depends on how clearly each of those is written down.
Discover the Key Ecommerce Trends Shaping Digital Shopping Experience in 2023
Checkout is one session. The order it creates stays open long after, and that is the part a support team has to be staffed for.
From Cold Food to Late Deliveries: Call Center Services Have Got Your Back
When an order is late, what the caller is asking is what happens next — and whether it can be settled on this call.
Want any of this applied to your process?
If a support function is slowing you down, we will set out how it would run across our centers, under the same ISO 9001:2015 quality system.