Resources
What we have learned, written plainly
No gated PDFs and no thought leadership. These are the things we explain on calls often enough that they were worth writing down.
- Inside Beacon
What week one with Beacon actually looks like
Onboarding is where outsourcing is won or lost. Here is the week, day by day, including the parts you have to do.
16 September 2026 · 6 min read - Customer support
Where AI helps in support, and where it quietly costs you
Automation is very good at the first thirty seconds of a conversation. It is poor at the moment that decides whether someone stays a customer.
9 September 2026 · 6 min read - Delegating
The first ten tasks to hand over
Most people hand over the wrong work first. Start with what is repetitive, low in judgement and easy to check.
18 August 2026 · 6 min read - Delegating
Why outsourcing so often becomes a second job
Unmanaged help is not cheap help. Here is where the hidden work comes from, and what removes it.
29 July 2026 · 5 min read - Customer support
How to run 24/7 support without burning out your team
Round-the-clock coverage is a rota problem before it is a hiring problem. What follow-the-sun really requires.
8 July 2026 · 7 min read - Customer support
What good QA actually looks like in a support team
Scoring tickets is easy. Making the score change behaviour is the hard part.
16 June 2026 · 6 min read - Hiring
Hiring for support: look for judgement, not experience
Tool experience is teachable in a week. Judgement under pressure is not. How we screen for it.
27 May 2026 · 5 min read
Rather just talk it through?
Thirty minutes on a call usually beats an hour of reading.