Angela Harlow, Author at Aureon

A customer waiting on hold at home, illustrating how customer experience retention is won or lost

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Customer Experience Drives Retention

A customer service agent at their own assigned desk, illustrating dedicated vs shared agents

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Dedicated vs Shared Customer Experience

Two colleagues reviewing documents at a conference table, weighing the build vs white label ISP decision

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Build vs. White-Label: The ISP Decision

Two colleagues handing off a support request, illustrating tier 1 vs tier 2 help desk escalation

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Tier 1 vs. Tier 2 Support: What to Outsource?

Onshore Outsourced support Aureon Contact Center Employee taking a customer call from home

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How Onshore Outsourced Support Improves Client Experience in Manufacturing

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The Hidden Cost of Contact Center Turnover