Insights
Notes from the operations floor.
What our operations leads are seeing across trust and safety, customer experience, and the systems behind them — written by the people running the work.
30 July 2026
Customer ExperienceThe Hidden Cost of Bad Customer Experience (And How to Fix It)
Executive Summary: A single customer service breakdown rarely looks like a crisis on paper. But under the surface, poor Customer Experience (CX) quietly destroys…
By Canaan Team
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28 July 2026
Customer ExperienceQ4 Surge: Why Customer Support Volumes Spike and How BPOs Manage It
Discover why customer support volumes spike in Q4 and how Malaysian BPOs help businesses stay efficient, responsive, and ready for peak demand.
By Canaan Team
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27 July 2026
Customer ExperienceFirst Contact Resolution: The metric that defines great customer support
Learn why First Contact Resolution (FCR) is the cornerstone of customer experience and operational efficiency.
By Canaan Team
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27 July 2026
Company NewsCanaan expands into Uzbekistan
Canaan Communication & Technologies Expands into Uzbekistan, Strengthening Global CX Capabilities in Central Asia
By Canaan Team
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3 August 2021
Workforce PlanningLearning is Beneficial to All Employees
Learning is a never-ending journey. It’s easy to forget that when you’ve been in the industry for decades, but no matter how long you’ve been in the…
By Canaan Team
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28 July 2021
Customer ExperienceHow Covid-19 changed consumer behaviours
The Covid-19 pandemic is the most life changing event of the 21st century.
By Canaan Team
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30 June 2021
Customer ExperienceHow to increase First Contact Resolution (FCR)
FCR occurs when a customer’s problems are resolved in their first call or chat.
By Canaan Team
Read the insight17 June 2021
Customer ExperiencePositive Phrases you need in Customer Service
Maya Angelou wrote, “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”
By Canaan Team
Read the insight27 April 2021
Customer ExperienceHow and why agents need to address customers by their name
Try pronouncing this: X Æ A-Xii. This is the name of Elon Musk’s son and proof that unusual names like this exist.
By Canaan Team
Read the insight26 February 2021
Customer Experience2 Steps to Turn Your Contact Centre Into a Value Delivery Centre
“This call centre is a cost centre.” This is actual feedback our CEO received from one of his clients, back when telecommunication was the primary…
By Canaan Team
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