The Hidden Cost of Running Support In House at Scale
The conversation about outsourcing customer support almost always starts the same way. Someone pulls up a spreadsheet, compares agent salaries in two columns, and concludes that keeping things in-house is cheaper. It is a reasonable instinct and it is almost…
Why CX Governance Breaks Down in Fast-Scaling Organisations
There is a pattern I have seen repeat itself across industries. A business grows quickly, opens new channels, brings on more agents, expands into new markets, and somewhere in the middle of all that momentum the customer experience quietly falls…