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Articles about customer support, BPO, call-centre operations, managed teams, lead qualification and service delivery.
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Support shouldn’t feel like a penalty for success. Most engineering leaders view the help desk as a “structural tax”—a messy, growing hole in the budget that expands every time you land a new client, eventually cannibalizing the money you actually need for building product. But if your overhead is killing your margins, you aren’t scaling. …
Read article →It’s the same old story. From Riyadh to the Valley, support floors hum with repeating gripes that agents jot down in tickets before shipping them off to a digital graveyard where they rot because the product team is perpetually “busy.” This is what we call feedback friction. And honestly? It is a silent tax on …
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Walk into almost any high-growth office. You will find that one Slack channel—usually named something like #ops-fire-drill—where the energy feels heavy and the team is clearly drowning in a sea of repetitive tickets that multiply faster than you can close them. Founders usually look the other way. They think customer operations is just a side …
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