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itel’s IVR Enhancement Cut Call Volumes 50 Percent for a Leading Energy Provider 

Learn how we empowered energy customers to self-serve through new IVR enhancements that reduced call volumes by 50%...

How to Solve Banking’s Most Pressing CX Challenges  

Here are three main CX challenges that banks face and some innovative solutions that can help you exceed customer expectations. 

YOUnique: Daniel Stein

Meet Daniel Stein, itel’s new VP of Sales. Hailing all the way from South Africa, he heads itel's global sales team. Learn more about his role...

Negotiating Past the Price Barrier 

As we head into retail's biggest season, how can sales agents get past price-sensitivity and the "inflation overhang" still gripping consumers...

Telecom Achieves Higher CSAT by Focusing on First-Call Resolution 

For years, our repair teams have reliably supported a major U.S. Telecom. Learn how we boosted CSAT by decreasing call transfers and Tier 2 ticket ref...

How Streaming Platforms Can Regain Profitability

The streaming wars might be over, but the long-term winners may be those who can truly leverage data and AI to elevate the user experience...

CXpert Insights: Selling the Future of BPO Destinations 

Daniel Stein, itel's new VP of Sales, explains his momentous decision to transition from a South African BPO to selling Caribbean outsourcing...

itel’s Collections Teams Use Compassionate Approach to Exceed Recovery Targets by 110 Percent

An experienced collections team will not only recover debt, but preserve customer relationships. Learn how our compassionate approach led us to exceed...

The Era of the Super Agent©  

Years ago, we explored new technologies that were revolutionizing contact center careers and the CX industry. Now the Era of the "Super Agent©" is he...

Three Ways to Better Manage the Healthcare AEP   

Health insurance is complex, requiring support and advice. So how do you ensure you don't get inundated with member inquiries during the AEP?

itelligence® Uses AI to Harness the Power of Contact Center Data

Learn how itel's itelligence® is using advanced AI to provide clients with superior customized analytics that enhance efficiency, performance, and cu...

How AI Analytics Can Give Car Rental Companies a New Edge 

AI can give car rental companies a new competitive edge against car shares and ride hailing apps, but it all starts with having the right data...

YOUnique: Jose Blanco  

Meet Jose Blanco, a Customer Experience Coach from itel Honduras. He is responsible for ensuring a high quality of service, helping our supervisors be...

Helping Travel and Retail Brands Scale Successfully During Seasonal Peaks 

Find out how itel successfully navigated peak seasons for two different clients, exceeding staffing, quality and KPI targets...

Celebrating 12 Amazing Years of Being Team itel 

As itel celebrates 12 years of CX excellence, CEO, Yoni Epstein, CD, reflects on what being team itel really means...

How to Solve e-Retailers’ 3 Main Customer Service Challenges   

Why are only 44% of Americans satisfied with the online retail experience? Is it a case of fickle consumers or something else...

New Automation Boosts HR Efficiency by 45 Percent, Proving the Exciting Possibilities of itel’s DSI Team 

Learn how itel's DSI team used automation to boost administrative efficiency by 45% and reduce error rates by 80%, allowing HR staff to focus more on ...

How the Right CX Partner Can Help You Navigate a Busy Summer of Auto Claims  

75% of Americans are planning summer road trips. This also means a rise in accidents and auto claims, which is why you need effective claims managemen...

itel’s Focus on the Employee Experience Leads to Lower Attrition, Better Performance, and Skills Retention 

Learn how our focus on EX has resulted in attrition rates that remain lower than the industry average, with an agent tenure 30% higher...

Why Technical Support is So Critical for K-12 Online Learning

Why prompt tech support is so critical for the 3 million K-12 students in the U.S. learning entirely online.

YOUnique: Khalid Shaw

Meet Khalid Shaw, Maintenance Manager at itel Jamaica. Learn how he's a vital part of the team, ensuring our facilities are always running smoothly.

Fixing Telecom’s Bad Reputation for Customer Service

Americans rate telecom companies as one of the poorest for customer service. Why is that and how can we turn negative perceptions into positive ones?

Women’s Healthcare Service Provider Achieves 94% CSAT and Quarter Million in Daily Sales Thanks to itel’s High Touch Approach 

Niche healthcare segments often require bespoke customer support. Learn how itel’s high touch approach to patient care resulted in a 94% CSAT and a ...

The Hidden Ways a Good Outsourcer Can Create Value for Your Business 

Outsourcers aren’t just a way to reduce operational expenses. Here are some hidden ways they can create added value for your business...  

itel’s Exceptional Client Experience Leads to 100% Onboarding Client Satisfaction Rate

The onboarding phase is a pivotal moment in any client-outsourcer relationship. Learn how itel's thorough process has led to a 100% client satisfactio...

How Financial Service Providers Can Retain the Trust Advantage in Uncertain Times 

How can traditional banks retain the consumer trust advantage even in uncertain times and within an increasingly competitive industry?

Closer Look at LaCa Booklet

Want to know more about outsourcing to Latin America and the Caribbean (LaCa)? Download our guide to top LaCa locations and their unique benefits...

Authentic CX Blueprint: Your Map for Building Stronger Customer Relationships

Losing customers or worried about catering to younger generations? Authentic CX may be the key! Download our e-Guide...

itel’s Customized Approach to Learning and Interactive Workshops Leads to a 9-Point Increase in Agent Quality Scores 

Learn how we implemented new coaching workshops that led to a 9-point increase in agents' Quality Assurance scores within a matter of weeks.

Catering to the 3 Travel Trends of 2024 

Many wonder what the travel outlook will be for 2024. Travelers may be looking at getting more value for their money, but that's led to some intriguin...

Leveraging the Latest CX Technology to Build High Performing Teams 

Learn how we streamlined all performance management tools into one interface with iFOMS, leading to a 5-point increase in Quality Scores in only 8 mon...

Tech Companies, Here’s Why Outsourcing Could Be Your Best Cost-Saving Solution

Rising costs and interest rates. It’s no surprise that many tech companies are scaling back their CX teams. Here's an alternative cost-saving soluti...

YOUnique: Kryzzia Cyr

Meet Kryzzia Cyr, a Customer Experience Site Lead at itel. Learn more about her role and how she's taking our team performance to the next level. 

Keeping Your Data Safe: itel’s Advanced Cybersecurity Technologies Mitigate Thousands of Incidents Per Year

Find out how itel’s rigorous data protection standards, processes, and AI-infused technologies, help identify threats before they become breaches...

Designing an Employee Experience that Engages, Nurtures, and Retains Talent

Brittany Hodak, celebrated speaker and bestselling author, explains the 3 pivotal stages of employee experience and why each is critical to CX success...

The 5 Ways We Use CX Data

What does it mean to be a "data led" CX partner? Though it’s standard practice to collect and report data, what matters most is how you use it.

Who Is Switching Energy Providers and Why?

Who is switching energy providers and why? We investigate two key energy markets, the U.S. and UK, to see why some consumers are more prone to switch...

Designing a New “Fitness Journey” in the Digital Experience Economy

Fitness is being virtualized, gamified and made accessible at home through connected devices. What support will be needed to serve this $34 billion in...

Supporting ‘Console Culture’: Making Post Holiday Support Easy for Everyone

Console culture is very much alive. But gamers are often left with limited support options after the holidays. Here’s how game companies can remedy ...

Accelerating Digital Transformation: The Critical Role of CX Vendors in Financial Services

With rising competition, financial service providers are being forced to accelerate their digital transformation and CX vendors play a critical role.

Insurers Face a Rough Season Ahead for Winter Claims

Winter may seem far off, but insurers may want to prepare for the rise in insurance claims as the U.S. braces for more severe winter storms.

itel SPOTlight: Michelle Yeo

Meet Michelle Yeo, EVP of itel’s People Resources & Culture department. Learn about her role, and why it's her job to ensure our people are happy.

Why Our Eleventh Anniversary Feels Even More Momentous

itel celebrates its 11th anniversary with a special message from Founding Chairman and CEO, Yoni Epstein.

Operators Get Ready as Cruises are Making a Comeback

Cruise travel is finally making a comeback. If 2023’s Wave Season is any sign, cruise operators may want to get ready for an even bigger year ahead....

BPOs Can Make a Big Environmental Impact

The environment is in crisis. Fortunately, outsourcers are uniquely positioned to ignite real change in the world, leading to big impacts.

3 Reasons AI Cannot Replace the Need for Human Agents

With AI’s increasing sophistication, does that mean it can finally replace human agents? Here are 3 reasons that’s not likely to happen, yet.

Telcos Face a Transformational Time

The real transformation that telcos face may not be 5G deployment, but creating a digital experience that also captures the loyalty of young consumers...

6 Professional Skills Shared by Moms and Contact Center Agents

Think parenting skills don’t apply to the working world? Think again. These 6 transferrable skills will set you up for professional success.

Utility Leaders in a Pinch to Find Cost Saving Measures

U.S. utility providers are caught between raising consumer rates to fund necessary infrastructure upgrades or keeping customers happy. Could outsourci...

Ramping Up for the Retail Peak: What’s Changed in a Post-Pandemic World

Online retailers are already planning for the 2023 holiday shopping peak. But here's what has changed since the pandemic. While our CX Ramp Guide give...