Outsourcing | Payment Fraud Prevention

E-commerce payment fraud prevention is becoming a big topic with some great companies delving into automation these days. Automation is helping to isolate risky orders and reject fraud, but not everything can be automated yet. Check out my article about automation...

Today’s outsourcing is f’d up

We take advantage of outsourced workers but so rarely step back and analyze how we treat these agents and what long-term effect it has. Learn why I came to the conclusion that outsourcing today is f’d and what we need to do to improve it. Hint? Invest in your team and be a good leader. It’s a win/win.

Filipino Culture in the face of typhoons

Typhoons are common in the Philippines. Commuting through floods, power outages, scary storms... It’s a way of life for the Filipinos and they have adapted. But what happens when there are several storms in a row? Health concerns arise, power and internet are hard to...

Optimization Mindset | Improve your company performance bottom-up

Strategic planning also applies to team management and building optimized operations. An optimized workload increases engagement, which can increase productivity by 20%. While you can handpick and optimize tasks through hands-on reviews, the real impact comes from building an optimization mindset throughout your company. Remove micromanagement and give everyone in the company the tools to optimize for success.

Customer Support | Training Manual Basics

A training manual can sound simple to create. But it can make quite the difference in building a scalable, effective support team. There are many layers to a holistic training manual. So in this article, we will cover the top line items. The next few articles will dig...

Chargeback Fraud | What is it?

Chargeback Prevention A strong Chargeback Prevention process can defend thousands of merchants and isolate fraud across millions of users. How do you get there? What questions should you ask? What data do you need? What processes can be built and how do you decide the...