Offshoring Secrets Revealed

181 pages of practical wisdom, real experiences and hard-earned lessons from 15 years of running offshore operations.

Whether you’re struggling to find local talent or watching your wage bill spiral out of control, this book cuts through the marketing hype and shows you what actually works.

Mark Copeman has distilled Pete Bell’s extensive offshore experience – the successes, the disasters and everything in between – into practical tactics and guidance you can use immediately to make the decision on whether offshoring is right for your business.

Inside, you’ll discover:
• Why most offshore projects fail in the first 90 days (and how to avoid that)
• The real cost breakdown beyond the sales pitch
• How to choose between the Philippines, Sri Lanka, India and Latin America
• What cultural alignment actually means in practice
• The difference between offshoring, outsourcing and EOR
• Why hiring solely one person guarantees failure
• How to scale from 2 to 20 people without losing control
• What compliance actually requires (vs. what people assume)

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MSP Secrets Revealed ep#2

Shortcut experience. MORE inspiration from your peers, all in one place.

Mark Copeman has spent 13+ years working with 100’s of IT support and Managed Service Provider (MSP) organisations around the world. Through his natural curiosity and journalistic skills, he now brings together experiences from 90 individuals in another book, complementing Episode #1, to benefit others in the industry.

With peer groups prevelent in different regions, until now, no one has yet brought together the best of the best. From small to large, every MSP has a unique set of experiences. Mark has sought these experiences out and curated them into a single place, this book, where others can learn from both successes and mistakes.

  • Marketing, sales and lead gen – secrets to the holy grail of MSP success
  • Understand why customer experience means everything to your prospects and customers
  • Find out how the superstars of your industry recruit
  • Hear about the secrets of team management & staff retention
  • Thnk you know operational excellence? Think again
  • It’s tough out there. Why mental health matters so much
  • MSP owners reveal why personal development is so key
  • And if you’re looking to buy or sell a business – there’s secrets from the people who have done it

Running a MSP business is hard.Shortcut your path to success.

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MSP Secrets Revealed ep#1

Shortcut experience. Inspiration from your peers, all in one place.

Mark Copeman has spent a decade working with 100’s of IT support and Managed Service Provider (MSP) organisations across the world. Through his natural curiosity and journalistic skills, he now brings together experiences from 85 individuals in a single book,to benefit others in the industry.

With peer groups prevelent in different regions, until now, no one has yet brought together the best of the best. From small to large, every MSP has a unique set of experiences. Mark has sought these experiences out and curated them into a single place, this book, where others can learn from both successes and mistakes.

  • Marketing, sales and lead gen – secrets to the holy grail of MSP success
  • Understand why your human customer service ethos is everything
  • Find out how the superstars of your industry recruit
  • Hear about the secrets of team management & staff retention
  • Thnk you know operational excellence? Think again
  • It’s tough out there. Why mental health matters so much
  • MSP owners reveal why personal development is so key

Running a MSP business is hard. Shortcut your path to success.

Buy or gift MSP Secrets

Helpdesk Habits

Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100’s of customer service organisations across the world.

During this time, he has discovered the single most important ingredient to delivering exceptional customer service – habit creation and embedding.

Mark’s formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional.

Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat.

  • Learn the importance of harnessing habits
  • Develop the right attitude towards your role
  • Understand the importance of human customer service
  • Learn how to communicate effectively
  • See how tiny adjustments in phrasing can win the day
  • Become skilled in empathy and rapport
  • Be assured it’s OK to have a personality

Read and implement with your team today and turn your helpdesk into a feature, not an overhead.

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“Best book ever!

I’ve about 20 pages left to go in this book and I don’t want it to end!

It’s such an eye-opening experience,
I would 100% recommend this book to anyone who is starting out on a helpdesk or even an experienced professional. ”

– Ben Brown (Amazon Reviewer)