Insights & Strategy
BPO & Customer Service Insights
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Operations
Customs Bills Create Cross-Border Ecommerce Support Spikes
Surprise duty bills are now an ecommerce customer support problem, not just logistics. What changed in the US and EU, and how to answer first.
Aug 15, 2026 · 7 min
Operations
What Managing 105 Agents Across 40 Accounts Actually Looks Like
Thirty-five years on a support floor, ten at Callnovo. Neil Fernandez on five messaging apps, power cuts, and why product knowledge beats perfect English.
Aug 14, 2026 · 9 min
Case Study
Medical Device After-Sales: 30 Languages, 24/7, Audit-Ready
How a medical device brand rebuilt global after-sales: 30+ languages, 24/7 cross-timezone coverage, and 100% AI quality inspection for EU MDR, FDA, and ANVISA compliance.
Aug 10, 2026 · 12 min
Operations
SOPs Written at HQ Don't Execute Themselves in Milan
A premium coffee brand's after-sales SOP was sound — but nobody could see if agents followed it. Here's the AI quality-inspection system that closed the gap.
Aug 9, 2026 · 10 min
Case Study
When One VIP Review Cost a Turkish Guild 8,000 Lira
How a mobile game stopped VIP churn in Turkey — native game-trained support, UTC+3 coverage, and automatic VIP routing lifted its App Store rating from 3.8 to 4.4.
Aug 8, 2026 · 12 min
Industry Insights
Every Outsourcing Vendor Has Two Numbers. They Publish Neither.
Compare customer service outsourcing companies by the two numbers none of them publish: the smallest account they will take and the largest they can hold.
Jul 31, 2026 · 11 min
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