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Building dedicated, bilingual customer support and CX teams without the BPO model. Embedded agents from Costa Rica and Colombia, in your tools.

July 21, 2026Customer Experience
Building a dedicated customer experience team, without the BPO model
Shared agent pools, per-interaction billing, and attrition resets: what breaks with a BPO once support quality matters, and how an embedded nearshore customer support team is structured instead.
SMASH Editorial · 6 min
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