Insights & Strategy
Operations
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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
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
Operations
Drone Gimbal Fails on Arrival? Why Buyers Want Technical Support, Not a Refund
When a drone gimbal won't calibrate, prosumer buyers want multilingual technical support, not a refund. How native-language after-sales keeps the customer and the review.
Jul 29, 2026 · 11 min
Operations
Fluent Isn't Ready: How Callnovo Certifies Agents Pre-Launch
Most vendors promise fluent English. Callnovo's RolePlay certification tests whether an agent can close a case — 90+ to go live, or you're not billed.
Jul 7, 2026 · 8 min
Operations
Shared vs Dedicated Customer Service Agents: Which Fits?
Shared vs dedicated customer service: a practical framework for when each model fits, how inquiry complexity changes the math, and when to switch.
Jun 26, 2026 · 8 min
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