When “We’ll Handle Support In-House” Cost Us $2.3 Million—And Why Outsourcing Needs Strategy
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen how companies that lead operations thinking outsourcing is just “cheaper staff” often pay a far bigger price—and how the ones who treat it as strategic transformation win. A Story to Start In 2021, a fast-growing fintech company chose to outsource its […]
When a Metric Missed Cost a Company Millions—And Why Smart KPIs Matter
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve advised many organisations where the operations leader thought “we’ve got the metrics” — but the wrong ones or the missing ones cost far more than a report ever showed. A Story to Start A fintech firm outsourced its support operations believing it […]
When a Startup’s Tech Stalled Growth—And How the Right Stack Fixed It
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen what happens when you lead operations and customer experience—but your technology base can’t keep pace. One fintech scaled fast, only to see dropped calls, 30-minute wait times, and brand trust slip—all because their contact-centre stack wasn’t built for growth. A Story […]
When an Airline’s Support Gridlock Became a Brand Crisis—And Top Contact Centre Challenges
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen what happens when you lead operations but your contact-centre management doesn’t keep pace: systems fail, customers rebel, and your brand takes the hit. A Story to Start In 2018, a major airline found itself in the headlines: 60-minute wait times, thousands […]
When a Single Call Saved $200K—And Why Inbound Still Rules
Lead for Decision Lean-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve observed that when you lead customer-experience or operations functions, one inbound interaction can shift your revenue curve—not just your support performance. A Story to Start In 2022, a mid-sized SaaS company (we’ll call it “SoftWave”) launched a re-engagement campaign. Instead of […]
When Zappos’ Live Support Made the Difference—And What Works in 2025
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen how organisations that lead customer experience and operations don’t just solve today’s problems — they build the systems that prevent tomorrow’s. A Story to Start Back in 2008, an agent at Zappos spent 10 hours on one call simply because the […]
When Tech Tested Growth—And the Right Stack Saved It
Lead for Decision-Makers (COOs · CX Directors · Founders): At CP Spike, we’ve seen what happens when you lead operations and customer experience—but your technology base isn’t built to scale. One fintech brand boomed, yet their contact-centre stack buckled: dropped calls, 30-plus-minute waits, confused agents. The fix? A rebuild with cloud-first architecture, unified channels, and […]
How Remote Call Center Teams Deliver Results Across Borders
Global Talent, Local Impact: The Remote Advantage The traditional image of a call center — rows of desks, headsets buzzing, all in a single office — is rapidly fading. Today’s high-performing customer support teams are remote, distributed, and borderless. With the right tools and leadership, remote call center teams can match — and often exceed […]
Omnichannel Customer Experience: Why It’s a Game Changer for Modern Businesses
The Power of Being Present Where Your Customers Are In today’s digital landscape, customers no longer interact with brands through a single channel. They might message on WhatsApp in the morning, email in the afternoon, and expect a follow-up call by evening. Meeting these expectations requires an omnichannel strategy — and businesses that embrace it […]
The ROI of Outsourcing Your Customer Support: What the Numbers Say
Why Smart Businesses Are Moving Support Offshore to Scale Efficiently In today’s hyper-competitive markets, brands must offer exceptional customer support — but doing it in-house isn’t always efficient or cost-effective. Outsourcing is no longer just a budget decision — it’s a strategic move that drives measurable returns. In this article, we break down the true […]