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Why CX Matters More in Roadside Assistance

Learn why CX matters more in roadside assistance than almost any other industry and how the right BPO partner can help to meet elevated customer service expectations.

How AI Is Changing CX Outsourcing

A strategic deep dive and insider guide to how AI is reshaping CX outsourcing with smarter tools, stronger operations, and future-ready BPO partnerships.

Omnichannel Support: The Key to E-Commerce Customer Loyalty

Customer Service BPO Omnichannel Support: The Key to E-Commerce Customer Loyalty Delivering exceptional support across multiple channels is no longer optional—it’s a perquisite for success. Omnichannel support, the art of providing consistent, integrated, and personalized customer service across various touchpoints, is the cornerstone of building lasting customer loyalty. Let’s explore the different channels through which […]

Trust and Safety in Gaming

A comprehensive guide to learn why Trust and Safety should become a foundational focus in your gaming platform’s operations to protect players and foster a secure, enjoyable environment

AI Regulation and Legislation

A detailed guide to understand why AI regulation and legislation should be a core priority in your contact center’s operations to ensure compliance

20 Ecommerce Customer Service Macros

A list of 20 of the most common ecommerce support questions that will help make responding to frequently asked customer questions more efficient.

Outsourcing Customer Support for SaaS

Our comprehensive ebook, Outsourcing Customer Support for SaaS, is designed to guide you through the complexities of outsourcing, ensuring you leverage it to optimize your business operations and accelerate growth.

Unlock the Power of Outsourcing

Our comprehensive ebook, How to Outsource Customer Support, is designed to guide you through the complexities of outsourcing, ensuring you leverage it to optimize your business operations and accelerate growth.

Tamr Case Study

Tamr needed a fast, scalable, and secure support system to keep up with growth. With Peak Support, they achieved it.

Tracksmith Case Study

Tracksmith, a running company for runners by runners, celebrates the competitive spirit. With Peak Support, they scaled customer teams seamlessly when it mattered most.

3 Signs Your BPO Doesn’t Want Your Business 

It’s been a year of record-setting consolidation in the BPO industry.
Concentrix acquired Paris-based Webhelp, creating a $9.8 billion behemoth that could bring in around a thousand new clients and boasting 440,000 employees.

Wally Case Study

When Wally automated some of the
tasks being handled by the Peak agents,
the team members leveled up to take
on additional work thanks to Peak Support.

Embark Case Study

Chatbot Optimization at Embark -How Embark achieved a 75% reduction in volume and 96% chatbot resolution rate with an optimization from Peak Support

The ROI of Customer Support

The ROI of Customer Support delves into the tangible financial benefits that a well-integrated support team can bring to a business, highlighting how strategic customer service can directly influence profitability and growth.

A Complete Guide to Trust & Safety

A comprehensive guide to understanding both Trust & Safety and Content Moderation, including what they are, why they’re important, and how to do them well.

Intercom: Conversational Support for Startups

We’ve put together this review of Intercom – one of the most popular help desk ticketing software choices for startups and SaaS businesses who want to create conversational relationships and experiences for their customers.

Why Ecommerce Companies Choose Gorgias

Discover why ecommerce companies are choosing Gorgias for their customer support needs. With its omnichannel support, advanced automation features, and seamless integrations.

Building a Self-Service Solution Customers Love

This is how you build a self-service solution your customers will love — one that’s so effective and so accessible that they’ll never even need to think about reaching out for human support.

Peak Support Q&A: Nikole Freeman

Peak Support Monthly Q&A provides insights into Nikole Freeman’s personal interests, achievements, and experiences, showcasing her role as the Client Services Manager at Peak Support.

Zendesk Review: A Robust Support Platform

Discover how Zendesk’s powerful features and functionalities make it the ideal support platform for large or complex support organizations in our comprehensive review.

Peak Support Q&A: Maria Ebrahimi

Peak Support Monthly Q&A provides insights into Maria Ebrahimi’s personal interests, achievements, and experiences, showcasing her role as the Senior Client Services Manager at Peak Support.

Peak Support Q&A: Greg Sanchez

Peak Support Monthly Q&A provides insights into Greg Sanchez’s personal interests, achievements, and experiences, showcasing his role as Client Services Manager at Peak Support.

Building an Exceptional Company Culture

A comprehensive guide to creating a positive and thriving work environment that fosters employee engagement, productivity, and long-term success. *Bonus – Get our free card deck with 70 tips and tricks for creating an exceptional workplace culture

Peak Support’s Leadership Training Program

A transformative guide to developing effective leadership skills and strategies, empowering individuals to drive growth, inspire teams, and achieve peak performance in the customer support industry.

Training Remote Customer Support Agents

The 11 Best Practices, Tips & Tricks to Set Your Customer Service Team Up for Success offers valuable guidance and strategies for effectively training and supporting remote customer service agents, ensuring their success in providing exceptional customer support.

Peak Support’s Guide to Phone Support

A comprehensive resource providing expert insights and practical tips for delivering exceptional customer service over the phone, enhancing customer satisfaction and loyalty.

9 Key Elements Of Great Customer Service

Learn about the essential components that contribute to exceptional customer service, including responsiveness, empathy, and effective problem-solving, among others.

How Does Business Process Outsourcing Work?

Discover the inner workings of Business Process Outsourcing (BPO) and gain a clear understanding of how it streamlines operations, enhances efficiency, and drives business growth.

BloomNation Case Study

Empowering Small Businesses with Exceptional Support: Discover how BloomNation, a software company, leveraged their exceptional support team to empower small businesses in the floral industry

Upside Case Study

Upside teams up with Peak
Support to stay ahead in the
fight against fraud

Advent eModal Case Study

Enhancing Customer Support with Peak Support: Learn how Advent eModal, a cloud-based collaboration platform for the port community, partnered with Peak Support to deliver top-notch technical customer support, ensuring seamless user experiences and satisfaction.

Wildgrain Case Study

Achieving High Customer Satisfaction with Peak Support: Discover how Wildgrain, the first bake-from-frozen subscription box for sourdough breads, artisan pastries, and fresh pasta, maintained a 97% CSAT ranking after partnering with Peak Support for their outsourced customer support team.

The Community Company Case Study

Scaling Customer Service with Peak Support: Learn how Community Company, a global community building company, successfully scaled its customer service operations by partnering with Peak Support, ensuring exceptional support for their growing community.

Public Rec Case Study

Delivering Exceptional Customer Experience with Peak Support: Discover how Public Rec, an overnight cult brand, achieved exceptional customer experience by partnering with Peak Support for their customer support needs.

24 Hour Home Care Case Study

A fast-growing home care provider turned to Peak Support to scale their operations and strengthen the caregiver experience.

American Exchange Group Case Study

Providing First-Class Technical Support with Peak Support: Learn how American Exchange Group, a tech wearable brand, delivers exceptional technical support by partnering with Peak Support.

Peak Support Q&A: Karmina Evangelista

Peak Support Monthly Q&A provides insights into Karmina Evangelista personal interests, achievements, and experiences, showcasing her role as the QA Team Lead at Peak Support.

How And Why To Implement Proactive Customer Service

Learn insights on the benefits and strategies of implementing proactive customer service, which involves anticipating customer needs and addressing them before they become issues, leading to improved customer satisfaction and loyalty.

Peak Support Q&A: Kendra Pilapil

Peak Support Monthly Q&A provides insights into Kendra Pilapil’s personal interests, achievements, and experiences, showcasing her role as the Trainer at Peak Support

Support Metrics: Occupancy Vs Utilization

Explore the distinction between occupancy and utilization metrics in customer support, highlighting how each metric measures different aspects of agent productivity and efficiency.

7 Tips for Effective Call Center Quality Monitoring

The blog “7 Tips for Effective Call Center Monitoring” provides valuable insights and practical tips for implementing a successful call center monitoring program, ensuring quality assurance, and enhancing customer satisfaction.

What are BPO and BPM?

BPO and BPM are essential components of modern business operations, with BPO involving the outsourcing of specific tasks or processes to external service providers, while BPM focuses on optimizing and improving internal processes for increased efficiency and productivity.

Peak Support Q&A: Angeline de Leon

Peak Support Monthly Q&A provides insights into Angelina de Leon personal interests, achievements, and experiences, showcasing her role as the Service Delivery Manager at Peak Support

The First 90 Days for New CX Leaders

A comprehensive guide for new customer experience leaders, offering practical strategies and insights to navigate the initial phase of their role and drive impactful results.

Probing Questions Can Help Your Customer Support

Explore the power of asking effective probing questions in customer support interactions, providing practical tips and strategies to enhance problem-solving, understanding, and overall customer satisfaction.

A Guide to Reducing Hold & Chat Wait Times

A comprehensive resource for contact center managers, providing actionable strategies and best practices to minimize hold and chat wait times, improving customer experience and operational efficiency.

Peak Support Q&A: Whitney Collurafici

Peak Support Monthly Q&A provides insights into Whitney Collurafici personal interests, achievements, and experiences, showcasing her role as Director of Client Services at Peak Support

Peak Support Q&A: Stephen Lowe

Peak Support Monthly Q&A provides insights into Stephen Lowe personal interests, achievements, and experiences, showcasing his role as Chief Information Officer at Peak Support

2023 Trends in Subscription Businesses

Highlight of the emerging trends in subscription-based businesses and explore the strategies that customer experience (CX) leaders are implementing to adapt and thrive in this evolving landscape.

Peak Support Q&A: Abigael Flores

Peak Support Monthly Q&A provides insights into Abigael Flores personal interests, achievements, and experiences, showcasing her role as Service Delivery Manager at Peak Support

What is Automatic Call Distribution?

A clear and concise explanation of automatic call distribution (ACD), its benefits, and how it optimizes call routing in contact centers to improve customer service and agent productivity.

Peak Support Q&A: Ira Tejada

Peak Support Monthly Q&A provides insights into Ira Tejada personal interests, achievements, and experiences, showcasing her role as Director of Finance and Accounting at Peak Support.

Peak Support Q&A: Patricia Panibio

Peak Support Monthly Q&A provides insights into Patricio Panibio personal interests, achievements, and experiences, showcasing her role as Senior Operations Manager at Peak Support

Peak Support Q&A: Sam Pacunla

Peak Support Monthly Q&A provides insights into Sam Pancula personal interests, achievements, and experiences, showcasing his role as Senior Team Lead at Peak Support

Customer Loyalty vs Customer Satisfaction

A comprehensive comparison between customer loyalty and customer satisfaction, explaining their distinctions and importance in building strong customer relationships and driving business growth.

Team Capacity Planning in Customer Service: Why and How

Explore the significance of team capacity planning in customer service operations, offering insights into its benefits and practical strategies for effectively managing and optimizing team resources to meet customer demands.

What is Cold Calling?

A comprehensive explanation of the cold calling technique, its purpose, benefits, and best practices, providing readers with a clear understanding of how to effectively engage potential customers through this method.

Inbound Call Centers: What Are They and Who Are They For?

An informative overview of inbound call centers, their purpose, and the types of businesses that can benefit from utilizing their services, offering valuable insights for those considering implementing an inbound call center strategy.

2021 Team Member Survey Results

Insight from the 2021 survey conducted among team members, highlighting key trends, feedback, and areas of improvement to enhance the overall employee experience and satisfaction.

Is Recruitment Process Outsourcing Right for You?

Explore the concept of recruitment process outsourcing, its potential benefits, and key considerations to help businesses determine if this approach aligns with their hiring needs and organizational goals.

Peak Support Q&A: Trixie Martirez

Peak Support Monthly Q&A provides insights into Trixie Martinez’s personal interests, achievements, and experiences, showcasing her role as the Senior Manager for Service Delivery at Peak Support.

What are Customer Success Specialists?

An explanation of the role and responsibilities of customer success specialists, highlighting their importance in ensuring customer satisfaction, retention, and long-term success for businesses.

The Top Three Benefits of Outsourcing Operations

The top 3 advantages of outsourcing operations for businesses, including cost savings, increased efficiency, and access to specialized expertise, offering valuable insights for organizations considering outsourcing as a strategic decision.

How to Build a Call Center Staffing Model

A comprehensive guide on creating an effective staffing model for call centers, offering practical tips and strategies to optimize workforce management and ensure efficient operations.

Peak Support Q&A: Jose Arenas

Peak Support Monthly Q&A provides insights into Jose Arenas personal interests, achievements, and experiences, showcasing his role as the Director of Operations at Peak Support.

The Importance Of Process Improvement

The Importance Of Process Improvement underscores the significance of continuously improving business processes, highlighting how it enhances productivity, efficiency, customer satisfaction, and overall organizational success.

Peak Support Q&A: Christian Lou Manguiat

Peak Support Monthly Q&A provides insights into Christian Lou Manguiat’s personal interests, achievements, and experiences, showcasing his role as the Employee Engagement Manager at Peak Support.

Peak Support Q&A: Shiela May Ordaniel

Peak Support Monthly Q&A provides insights into Shiela May Ordaniel’s personal interests, achievements, and experiences, showcasing her role as a Team Lead at Peak Support.

Peak Support Q&A: Monica Isidro

Peak Support Monthly Q&A provides insights into Monica Isidro’s personal interests, achievements, and experiences, showcasing her role as an Operations Manager at Peak Support.

Peak Support Q&A: Edmund Perez

Peak Support Monthly Q&A provides insights into Edmund Perez’s personal interests, achievements, and experiences, showcasing his role as a Team Member at Peak Support.

Peak Support Q&A: Cecilia Jaucian

Peak Support Monthly Q&A provides insights into Cecilia Jaucian’s personal interests, achievements, and experiences, showcasing their role as a member of the Talent Acquisition team at Peak Support.

Peak Support Q&A: Al James Abalos

Peak Support Monthly Q&A provides insights into Al James Abalos’ personal interests, achievements, and experiences, showcasing his role as one of the Director of Operations at Peak Support.

Peak Support Q&A: Autumn Heard

Peak Support Monthly Q&A provides insights into Autumn Heard’s personal interests, achievements, and experiences, showcasing her role as a Subject Matter Expert at Peak Support.

Peak Support Q&A: Marlou Abalona

Peak Support Monthly Q&A provides insights into Marlou Abalona’s personal interests, achievements, and experiences, showcasing his role as a Business Analyst at Peak Support.

2020 Team Member Survey Results

Findings and insights from a comprehensive survey conducted among team members, highlighting their experiences, feedback, and overall satisfaction within the organization.

2020 Client Survey Results

An overview of the survey findings, showcasing client feedback, satisfaction levels, and insights to enhance the client experience and strengthen relationships.

Top 7 Customer Service Interview Questions

Curated list of essential interview questions to help hiring managers assess candidates’ customer service skills, problem-solving abilities, and communication aptitude.

Peak Support Q&A: Lana Charlton

Peak Support Monthly Q&A provides insights into Lana Charlton’s personal interests, achievements, and experiences, showcasing her role as a Client Services Senior Director at Peak Support.

Peak Support Q&A: Aimee Fermo

Peak Support Monthly Q&A provides insights into Aimee Fermo’s personal interests, achievements, and experiences, showcasing her role as a Senior Director of Operations at Peak Support.

Peak Support Q&A: Daniel Gutierrez

Peak Support Monthly Q&A provides insights into Daniel Gutierrez’s personal interests, achievements, and experiences, showcasing his role as Chief Financial Officer at Peak Support.

Peak Support Q&A: Alyssa Hedrick

Peak Support Monthly Q&A provides insights into Alyssa Hedrick’s personal interests, achievements, and experiences, showcasing her role as a Team Lead at Peak Support.

Peak Support Q&A: Mari Lou Nina Pineza

Peak Support Monthly Q&A provides insights into Mari Lou Nina Pineza’s personal interests, achievements, and experiences, showcasing her role as a Talent and Operations Specialist at Peak Support.

Peak Support Q&A: Jim Ray Gacita

Peak Support Monthly Q&A provides insights into Jim Ray Gacita’s personal interests, achievements, and experiences, showcasing his role as an Operations Manager at Peak Support.

Peak Support Q&A: Maria Cecilia Acido

Peak Support Monthly Q&A provides insights into Maria Cecilia Acido personal interests, achievements, and experiences, showcasing her role as a Team Lead at Peak Support.

Why We’re Sharing Our Pronouns

The importance of inclusivity and respect for gender identity by discussing the reasons behind the practice of sharing personal pronouns and its positive impact on creating a more inclusive work environment.

Peak Support Q&A: Manuel Co Jr.

Peak Support Monthly Q&A provides insights into Manuel Co Jr.’s personal interests, achievements, and experiences, showcasing his role as the Data Visualization and Intelligence Director at Peak Support.

Peak Support Q&A: Bianca Lazaro

Peak Support Monthly Q&A provides insights into Bianca Lazaro’s personal interests, achievements, and experiences, showcasing her role as the Vice President of Operations at Peak Support.

Peak Support Q&A: Shirleen Telis

Peak Support Monthly Q&A provides insights into Shirleen Telis’ personal interests, achievements, and experiences, showcasing her role as a Quality Assurance Specialist at Peak Support.

Peak Support Q&A: Roland Allan Papa

Peak Support Monthly Q&A provides insights into Roland Allan Papa’s personal interests, achievements, and experiences, showcasing his role as a Quality Assurance Senior Manager at Peak Support.

The 2022 Guide to the Top Phone Support Platforms

Overview of the leading phone support platforms available in 2022, providing valuable insights and guidance for businesses seeking to enhance their customer service through phone support solutions.

Peak Support Q&A: Marichel Natividad

Peak Support Monthly Q&A provides insights into Marichel Natividad’s personal interests, achievements, and experiences, showcasing her role as a Director of Operations at Peak Support.

Peak Support Q&A: Hannah Steiman

Peak Support Monthly Q&A provides insights into Hannah Steiman’s personal interests, achievements, and experiences, showcasing her role as President and Chief Strategy Officer at Peak Support.

Peak Support Q&A: Carlos Cornista

Peak Support Monthly Q&A provides insights into Carlos Cornista’s personal interests, achievements, and experiences, showcasing his role as a Quality Assurance Team Leader at Peak Support.

Peak Support Q&A: Francis Eronico

Peak Support Monthly Q&A provides insights into Francis Eronico’s personal interests, achievements, and experiences, showcasing his role as a Senior Engagement Manager at Peak Support.

Peak Support Q&A: Raezalaine Tayag

Peak Support Monthly Q&A provides insights into Raezalaine Tayag’s personal interests, achievements, and experiences, showcasing her role as a Quality Assurance Team Leader at Peak Support.

Peek inside our 2019 Client Survey Results

A look into the feedback and satisfaction levels of Peak Support’s clients, providing valuable insights into their experiences and the quality of service provided by the company.

Peak Support Q&A: Bryan Rosario

Peak Support Monthly Q&A provides insights into Bryan Rosario’s personal interests, achievements, and experiences, showcasing his role as a Recruitment Associate at Peak Support.

Peak Support Q&A: Patrick Pilares

Peak Support Monthly Q&A provides insights into Patrick Pilares’ personal interests, achievements, and experiences, showcasing his role as a Team Lead at Peak Support.

Peak Support Q&A: Honeylie faith Belnas

Peak Support Monthly Q&A provides insights into Honeylie faith Belnas’ personal interests, achievements, and experiences, showcasing her role as a Team Member at Peak Support.

Peak Support Q&A: Jonathan Steiman

Peak Support Monthly Q&A provides insights into Jonathan Steiman’s personal interests, achievements, and experiences, showcasing his role as CEO at Peak Support.

Peak Support Q&A: Hazel Abijay

Peak Support Monthly Q&A provides insights into Hazel Abijay’s personal interests, achievements, and experiences, showcasing her role as a Director of Operations at Peak Support.

The Best Tools For Tech Chat Support

A list and analysis of the top tools and software that can enhance and streamline the tech chat support process, improving efficiency and customer satisfaction.

Peak Support Q&A: Kevin Calatrava

Peak Support Monthly Q&A provides insights into Kevin Calatrava’s personal interests, achievements, and experiences, showcasing his role as a Graphic Designer at Peak Support.

Peak Support Q&A: Leizl Joy Yee

Peak Support Monthly Q&A provides insights into Leizl Joy Yee’s personal interests, achievements, and experiences, showcasing her role as an L&D Senior Manager at Peak Support.

Peak Support Q&A: Jan Merrick Lazaro

Peak Support Monthly Q&A provides insights into Jan Merrick Lazaro’s personal interests, achievements, and experiences, showcasing his role as Senior Director of Shared Services at Peak Support.

Peak Support Q&A: Kathleen Egger

Peak Support Monthly Q&A provides insights into Kathleen Egger’s personal interests, achievements, and experiences, showcasing her role as a Team Lead at Peak Support.

Peak Support Q&A: Martin Floro

Peak Support Monthly Q&A provides insights into Martin Floro’s personal interests, achievements, and experiences, showcasing his role as an IT Operations Senior Manager at Peak Support.

8 Must-Reads on Leadership

A curated list of eight essential books that offer valuable insights and guidance on leadership, helping individuals enhance their leadership skills and become more effective leaders.

Customer Service KPIs: Average Handle Time on Live Chat

Explore the importance of Average Handle Time (AHT) as a key performance indicator in measuring efficiency and effectiveness of customer service on live chat, providing tips on how to optimize AHT without compromising customer satisfaction.

Peak Support Q&A: Kaci Barker

Peak Support Monthly Q&A provides insights into Kaci Barker’s personal interests, achievements, and experiences, showcasing her role as a Team Member at Peak Support.

Eat, Sleep, Peak, Repeat: Our 2019 Summit

Highlights and key takeaways from Peak Support’s annual summit, showcasing the company’s commitment to growth, innovation, and delivering exceptional customer service.

What Does In-House Customer Service Cost, Really?

Explore the hidden costs and challenges associated with maintaining an in-house customer service team, and provides insights on the potential cost savings and benefits of outsourcing customer service to a specialized provider like Peak Support.

Live Chat Customer Service: Best Practices

Valuable tips and strategies for providing exceptional customer service through live chat, including effective communication, personalized interactions, and efficient problem-solving techniques.

Our 2018 Client Survey: The Results!

The outcomes and feedback obtained from Peak Support’s client survey, demonstrating high levels of client satisfaction and positive experiences with the company’s services.

Peak Support Q&A: George Tillotson

Peak Support Monthly Q&A provides insights into George Tillotson’s personal interests, achievements, and experiences, showcasing his role as VP of Client Solutions at Peak Support.

Working from Home? Check Out These 5 Tips

How to navigate the challenges of remote work, providing valuable tips to enhance productivity, maintain work-life balance, and optimize the home office environment.

A New Leadership Framework: GIVE

A fresh and innovative leadership framework centered around the principles of generosity, integrity, vulnerability, and empathy, providing a roadmap for leaders to cultivate a positive and impactful work environment

How to Manage a Remote Team: 6 Proven Secrets

Practical tips for effectively managing a remote team, covering topics such as communication, collaboration, and maintaining team morale, to ensure productivity and success in a remote work environment.

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