Month: September 2026

Key Takeaways Multilingual customer support lets businesses communicate with customers in their preferred language when entering a European market. A customer’s language affects whether they understand the product, make a…

Key Takeaways Most teams figure out how to scale customer support the hard way, by adding people after quality has already slipped. Deflection is better than adding staff. Removing a…

Key Takeaways The best BPO companies can be classified into three tiers. Choosing the wrong tier is worse than choosing the wrong brand. The seating minimums at the largest of…

Key Takeaways Your customer support cost per hour is probably double the agent wage after accounting for benefits, unbillable time, and tools. Channel mix moves the number more than headcount…

Key Takeaways Multiple parts make up BPO pricing. The structure you select determines your total cost. The two parts of a quote that have the most impact are how many…