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Operations

Fig 17 06 2020 01 33 13

The 80/20 Rule in Support Operations: A Practical Guide

Customer Experience, Operations

The 80/20 Rule in Support Operations: A Practical Guide Read More »

Friendly AI assistant handing a customer conversation to a support agent across a desk

Skill-Based Routing With AI Agents in Front: What Reaches Your Humans Now

AI, Operations

Skill-Based Routing With AI Agents in Front: What Reaches Your Humans Now Read More »

Support lead with a headset working at her laptop before sunrise, a cloud hanging over the dark city outside

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage

Operations, SLA

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage Read More »

skill-based routing

Skill-Based Routing: Simpler to Say Than Do

Operations, Tools

Skill-Based Routing: Simpler to Say Than Do Read More »

call center aht metrics individual target vs. team planning tool

Average Handle Time: The Most Misused Metric in the Contact Centre

Customer Experience, KPI, Operations

Average Handle Time: The Most Misused Metric in the Contact Centre Read More »

A phone, an envelope and a chat bubble flowing through a funnel into one case folder

Phone, Email and Chat Support: Channels and Skill-Based Routing

Operations

Phone, Email and Chat Support: Channels and Skill-Based Routing Read More »

A world map with small desks across the Americas and Europe linked by dotted lines

Nearshoring Support to Mexico and Defining Three Levels of Support

Operations

Nearshoring Support to Mexico and Defining Three Levels of Support Read More »

A manager pointing at a wave chart with four peaks on a calendar wall

Planning Support for Quarterly Spikes: Using the Earnings Calendar

Operations

Planning Support for Quarterly Spikes: Using the Earnings Calendar Read More »

Two support agents at a switchboard handling glowing escalation cards

Handling Client Escalations With Limited Resources

Operations

Handling Client Escalations With Limited Resources Read More »

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