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Customer engagement Leadership

Select a BPO for customer support

Reading Time: 16 minutes Selecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]

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Customer engagement Leadership

Adopting Offshore for your support

Reading Time: 9 minutes Outsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]

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Customer engagement

Setting up a 24/7 support

Reading Time: 13 minutes There are many aspects to consider when moving to a full blown 24/7 support setup. If you are starting from a regular 9am-5pm and you want to extend the hours to cover more time zones, that’s probably a separate exercise. Below, we are going to talk about moving from 24/5 to 24/7. When you are […]

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Customer engagement

Hey, you found me!

Reading Time: 3 minutes I am Marc Olivier Meunier, a Customer Engagement Leader. I am working for Eficode, the leading DevOps company. After 7 years spent pouring oil on the fire of a high growth advertisement technology company (Smartly.io), I switched to Eficode. The company is also in high growth phase with a service delivery business model. We are […]

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Customer engagement

How to get hired at Smartly.io

Reading Time: 7 minutes EDIT: I have been now working at Smartly.io for 5 years. Going from 40 employees to more than 400 today. My mission today is to scale the way we do customer support to the next 1000 employees. Our ways of hiring have changed a lot. The story below is not really a good reflection of […]