Marc has over 25 years of experience in customer experience management, staff augmentation, and technical operations.
He specializes in building, training, and managing offshore teams to enhance customer satisfaction and drive operational excellence. Marc's expertise spans leadership roles in telecom, customer service, and advanced support operations, consistently achieving measurable success in client engagement and service delivery.
Marc loves to travel between the Philippines and Colombia to visit his teams every other month.
Excerpt: Marc Sylvester explains why businesses turn to customer support outsourcing to scale operations, improve customer experience, and build stronger support teams. Read more.
For managed service providers, growth creates a familiar operational problem: ticket backlogs and overloaded technicians. Learn why offshore tech support is a strategic move to extend coverage and protect service quality.
Marc Sylvester shares a decision framework for evaluating co-sourcing versus outsourcing in IT and CX operations, from control and accountability to scalability and operational fit. Read more.
Customer support outsourcing is not just a labor decision. It is an operating model decision. Marc Sylvester explains when to shift, what to protect, and how to scale without losing customer trust.
Marc Sylvester shares his insights about how to scale MSP capacity and protect senior technicians using MSP help desk outsourcing, clear KPIs, and service desk SOPs. Read more.
Marc Sylvester explains why HIPAA-sensitive IT operations demand both technical expertise and disciplined controls around process, access, and oversight.
