Most outsourced customer service programs are managed through dashboards, weekly reports and quarterly business reviews. Many can look healthy while Operational Debt accumulates underneath them.
The dashboard will tell you what happened. This book will tell you what is actually happening.
Written for the buyer
This is a field guide for directors, VPs and senior leaders responsible for BPOs, contact centers, offshore operations and customer experience. It focuses on the client-side decisions that determine whether an outsourcing relationship actually performs.
Inside the playbook
Vendor selection and proposal economics. Governance and accountability. SLA Illusion. Blind Offshoring. The Vendor Honeymoon Curve. Operational Debt. AI governance. Escalation, recovery and exit strategy.
No consulting-firm agenda. No vendor sales pitch. The objective is simple: make the reader a better buyer and operator.
View on AmazonTeam & organizational orders