Knowledge base.

Customer stories, sharp opinions on customer service and sales operations, and answers to questions teams ask before they start.

Customer stories

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Healthcare

How an e-commerce client moved 100% of customer support to a dedicated 26o6 team

Within three months, CSAT rose to 94% and the in-house team refocused on strategic work.

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Outbound

How Felloo scaled into DACH without hiring a local sales team

26o6 ran the full funnel — outreach to closed deals — while Felloo focused on product.

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Inbound

Shypple's omnichannel transformation: 40% faster resolution

Unifying phone, email and chat under one team cut resolution times nearly in half.

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Inbound customer service

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Inbound

Customer service outsourcing: what we're watching in the market right now

Trends, pricing shifts, and the operational realities of outsourced customer ops in 2026.

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Inbound

Why omnichannel customer service is the new standard

Customers don't think in channels — they think in problems. Here's how to align.

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Inbound

How AI is changing customer service — without losing the human touch

Where automation helps, where it hurts, and how to draw the line in regulated environments.

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Outbound sales

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Outbound

B2B sales scaling: from unpredictable pipeline to repeatable growth

Why most outbound programs plateau, and the operational pattern that breaks the ceiling.

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Outbound

The end-to-end sales model: when it works, when it doesn't

Outsourcing the full funnel is a big decision. Here's the honest breakdown of fit.

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Outbound

Why CRM data decays — and the only real way to fix it

25-30% decay per year is normal. Continuous enrichment is the only sustainable answer.

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FAQs from teams considering 26o6.

Quick answers to what we're asked most often across all engagements.

When your in-house team is over-capacity, when you need to expand to new languages or time-zones quickly, when you want premium service without premium hiring costs, or when you simply want to focus internal time on strategic work.
Lead-gen ends at qualified meetings — your team takes it from there. End-to-end means we run the entire process from cold outreach through closing. End-to-end is for teams that don't have or don't want to build internal sales capacity.
Inbound: CSAT, NPS, first-contact resolution, average handle time. Outbound: contact rate, qualification rate, pipeline created, closed-won revenue. Every engagement has agreed KPIs reviewed weekly.
Cold calling alone, no. Telephone as one channel in a multi-touch sequence with research-driven personalization, yes — and it often outperforms email-only outreach for B2B mid-market and enterprise deals.
Engagement size and commitment are scoped together with you based on your goals. We propose what fits, not what is biggest.

Question we haven't answered yet?

Send it over. We respond within 24 hours — usually with more honesty than you'd expect from a service company.

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