Insights
From the floor, not from a content calendar.
Operating essays for buyers of CX, BPO, trust and safety, and AI.
AI operations · 8 min
Human + AI is an operating model, not a chatbot project
The operators who win are the ones who decide which work is machine, which is human, and who is accountable for the seam.
Learn more →
Delivery · 6 min
Smart-shoring in 2026: stop arguing onshore vs. offshore
The useful question is which contact reasons belong where, and how you change the mix without a new RFP.
Learn more →
Trust and safety · 7 min
Trust and safety that does not chew through people
You cannot hold a 12-minute harm SLA on a queue with 80% attrition. Wellness is a production system.
Learn more →
Operations · 5 min
Why your CSAT is dying in the back office
The customer is not angry at the agent. They are angry at the claim that has been sitting for eleven days.
Learn more →
Collections · 6 min
Collections after Consumer Duty and Regulation F
Recovery is still the job. Dignity and evidence are how you keep the license.
Learn more →
Retail · 5 min
Peak is a design problem
If your November plan starts in October, you are already late. Here is the playbook we run with retailers.
Learn more →