The 80/20/30 Rule
It’s important to understand not only the clients that are bringing you money, but also the ones that are not. Just as importantly try to understand what they are costing you!
support operations
What I Learned Building a 24/7 Offshore Support Team from Scratch
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
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Building a Customer Service Operation That Actually Works — The Four Pillars
Customer service is not about your company or your products. It’s measured by your customers. The organizations that get this right consistently do four things well: staff correctly, train deliberately, equip properly, and measure honestly. Here’s what each of those actually means in practice.
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