Which topics does the journal cover?
| Topic | Typical articles |
|---|---|
| Outsourcing strategy | When to outsource, choosing a model, comparing providers |
| Customer support operations | KPIs, staffing, quality assurance, peak planning |
| Multilingual support | Language coverage, hiring for languages, European markets |
| Kosovo and the Western Balkans | The talent market, working practices, data protection |
| Impact sourcing | Ethical hiring, social impact and reporting |
| AI in service teams | Where automation helps, and where people matter more |
Who writes the articles?
Articles are written and reviewed by the OLYMP BPO team, drawing on day-to-day experience running support, back-office and development teams for international clients.
Where should you start?
- New to outsourcing: start with the guides on how outsourcing works and pricing models
- Evaluating Kosovo: read the articles on the talent market and data protection
- Running a support team: look for the articles on KPIs, quality and staffing