Outsourcing
Back-Office Outsourcing to the Philippines: A Practical Guide
Most operations leaders outsource customer support first. It's the visible problem — queues, response times, CSAT scores. Back-office functions are different.…
Outsourcing
Juneteenth and the Case for Distributed Workforce Planning
It's Juneteenth. The US office is closed — as it should be. But by midday, the support queue has 200 open tickets, a reconciliation exception is sitting unackn…
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