Author: Beck McLoughlin

  • Estimated reading time: 10 minutes

    How to Run a Translation POC That Actually Leads to a Decision

    Most translation POCs end the same way: inconclusive results, stakeholders with different takeaways, and no clear path forward. Here’s how to run one that actually produces a decision.

  • Estimated reading time: 10 minutes

    Why “Just Use an LLM” Breaks Down in Real Customer Support

    Every enterprise exploring AI for customer support eventually arrives at the same fork in the road. One path leads toward building something internally with a model like Gemini or ChatGPT. The other relies on whatever translation capability is already bundled inside the CRM or CCaaS platform. Engineering teams assume the problem is mostly API calls…

  • Estimated reading time: 10 minutes

    You’re Solving the Wrong Problem

    You have done the right things. You built the training programs. You created escalation paths. You brought in consultants and rolled out resilience curricula and made sure every agent knew what to do when a customer crossed the line. The intentions were good. The investment was real. And your burnout rate is still 59 percent.

  • Estimated reading time: 10 minutes

    How Vista Refined Multilingual Customer Experience: One Sentence at a Time

    When a global brand starts looking closely at its customer conversations, the first surprise is usually not what customers are saying, but how inconsistent the company sounds in response. This becomes exponentially more difficult to control at the scale of Vista, a global leader in design and marketing services for small businesses, where millions of…

  • Estimated reading time: 10 minutes

    The Hidden Cost of Support

    Agent burnout isn’t a people problem. It’s a P&L problem and it’s hiding in plain-sight across your turnover costs, satisfaction scores, and the calls that close clean but shouldn’t have. This is what it actually costs when the infrastructure protecting your agents hasn’t kept pace with what they are being asked to absorb.