Commentary on management, operations, workforce planning, people, performance, and the business decisions behind capacity.
Editorial note — Articles in Opinion & Analysis reflect the views of their individual authors. They do not necessarily represent Turnella's official position, product guidance, or recommendations. They are published for discussion and general information only, and should not be treated as legal, financial, HR, or compliance advice.
Why do so many people believe they understand, and can lead, customer service operations simply because they have experience as customers? Consumption teaches you to judge outcomes. It teaches you nothing about producing them — and confusing the two is one of the oldest and most expensive mistakes in business.
By Gonçalo Gomes, WFM Lead
Read →‘In-house or outsourced’ is the wrong question, usually argued for the wrong reasons. The real question is what needs control, what needs flexibility, what needs specialist knowledge, and what needs scale — and whether you are prepared to give each side the tools, clarity, and governance to deliver. The mature answer is not more outsourcing or bringing everything back in-house. It is a deliberately designed core-and-flex model.
By Gonçalo Gomes, WFM Lead
Read →In the era of AI, one of the biggest losers has been the quality of customer service — not because automation is bad, but because too many companies use it to attack support rather than improve it. Good automation serves the customer faster; bad automation makes the customer disappear.
By Gonçalo Gomes, WFM Lead
Read →The people who emerge useful from AI disruption will be those who combine domain expertise with enough AI literacy to direct, question, and extract value from the tools — not those who worship them or ignore them. Curiosity is becoming a survival skill. Passive employment is ending.
By Gonçalo Gomes, WFM Lead
Read →The debate around remote work is driven more by ideology than evidence. Office, hybrid, and home all work in the right conditions. The real question is not where people work — it is whether the company understands how work actually happens.
By Gonçalo Gomes, WFM Lead
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