The Cattalyst Insights
Field notes from the floor
Leadership, customer service, sales and outsourcing, written from operating experience rather than a content calendar.
Customer ServiceOutsourced Customer Service: Costs, KPIs and Locations
How outsourced customer service works, where to locate a team, what it costs and which KPIs protect quality, productivity and customer experience.
9 min read
SalesOutsourced Lead Generation: Costs, KPIs and How to Scale
A practical guide to outsourced lead generation: team design, costs, locations, deliverability, KPIs and the controls needed to scale pipeline.
8 min read
Frontline ManagementLeadership Training for First-Time Supervisors
Your best performer just became a supervisor. Here is what changes overnight, what it costs the business, and how to prepare them properly.
10 min read
OutsourcingOnshore, nearshore or offshore, how to actually choose
Onshore, nearshore or offshore is a fit decision, not a cost decision. The trade-offs, the true cost model, the failure modes and the questions to ask before you sign.
10 min read
Customer ServiceWhy customer service performance drifts
Performance drift is rarely an agent problem. It's a leadership and systems problem that only reaches your desk after it has already cost you.
9 min read
SalesOutsourced SDR Teams: What They Can and Can't Do for Your Pipeline
SDR teams qualify leads and book meetings, not close deals. What outsourced SDR support can deliver, where it fails, and what to ask before signing.
10 min read
Contact CentresContact centre metrics that change behaviour
Most contact centre dashboards report more than anyone acts on. The fix: fewer metrics, clear owners, and consequences that hold, in-house or outsourced.
9 min read
Training and DevelopmentWhy training fades fast, and what sticks instead
Most training fades within a fortnight. That's a design problem, not a motivation problem, and the fix starts with the brief, not the facilitator.
9 min read
Contact CentresOffshore Call Center: Is It Worth It?
More companies are moving to an offshore call center solution. They offer a variety of benefits to both your business and its...
6 min read
LeadershipTopics on Leadership Training: Developing Successful Leaders
Looking for hot topics on leadership training that are import to your organisation and your team? Look no further!
10 min read
LeadershipLeadership Development Course: Practical Skill Building
Hands-on leadership development course: Tailored for today's leaders, offering experiential learning for immediate workplace application.
9 min read
SalesOutsourced Appointment Setting: How It Can Benefit Your Business
The process of outsourced appointment setting is often problematic, when done right, it can dramatically improve your conversion and revenue.
9 min read
SalesInside Sales Outsourcing: Maximizing Sales Efficiency
Inside sales outsourcing is a strategic approach adopted by companies to maximize sales efficiency and drive revenue. Want to know more?
8 min read