Insights & Strategy
BPO & Customer Service Insights
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Industry Insights
How Ecommerce Sellers Outsource Customer Service — And Why It Works
Ecommerce customer service outsourcing, explained: hourly costs, when sellers switch, what to ask a BPO partner, and where your agents should work.
Aug 15, 2026 · 10 min
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 14, 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 13, 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 9, 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 8, 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 7, 2026 · 12 min
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