Resources
Practical insights on customer operations.
Guides, whitepapers and short analyses for teams evaluating, designing or piloting customer operations.
Guide
How to evaluate a contact center partner in 5 steps
A practical guide for CIOs and Heads of Customer Operations comparing outsourcing vendors. Checklist + criteria.
7 min read
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Whitepaper
The real cost of customer service: in-house vs outsourced
Quantitative analysis based on 14 case files from European companies. Visible costs, hidden costs, break-even point.
14 min read
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Article
5 KPIs that matter more than average handling time
AHT is the most-tracked and most-misleading KPI. Here are five that correlate better with satisfaction and revenue.
5 min read
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Article
How AI is reshaping agent assist in 2026
AI models have moved from basic suggestions to real co-piloting. Here is what changed, what still doesn't work, and how to integrate without disruption.
6 min read
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