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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 Workforce Management Can Make or Break Your Peak Season

It can be challenging when you suddenly have to scale your CX operations. How effective workforce management can help clients take on peak season.

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...

itel SPOTlight: Keinisha Duizer

Meet Keinisha from itel Guyana, whose first professional job started at itel. Learn more about her role and her journey from agent to Operations Manag...

Fast, Good and Competitively Priced: How the Right CX Outsourcer Can Do All Three

Can a good customer experience outsourcer defy the Triple Constraint Rule and be “Fast, Good, and Competitively Priced"? The right one can.

Stand Out by Bringing a ‘Concierge’ Experience to Online Education

In the U.S., there are currently 2,500 colleges offering online learning programs. How can providers stand out and gain a greater share of the $74 bil...

Solving the Great Breakup: How BPOs Can Empower and Retain Women Leaders

Women are leaving companies at twice the rate of men, and this is a cause for concern. For Women's History Month, we look at ways that BPOs can “mak...

Designing a Digital Experience Around Banking Apps: A Way to Court Younger Consumers

Banking providers are at a crossroads. How can banks retain younger customers if the old business models no longer appeal? App-based CX may be the key...

How UK Businesses Can Benefit from Cross-Atlantic Outsourcing

Want to access the latest tech, source more talent and enjoy 23% less travel time than with other outsourcing destinations? Here's why UK businesses s...

Three Ways Telcos Can Win in a 5G World

5G is here. But its full revenue potential hasn't been unlocked in the B2C market. Could these three CX approaches be the key?

Building Contact Center Love: Why We All Need More Multilingual Agents

Demand for bilingual workers has increased almost 130% and there’s one reason why contact centers should focus on attracting more multilingual agent...

Building Contact Center Love: How to Attract a Diverse Workforce in 3 Steps

Diverse companies are more innovative and are 36% more profitable. So, how can you increase diversity in your workplace? Here are three steps.

The Real Way Outsourcers Can Become True CX Partners

For some, a vendor relationship is just a vendor relationship. But there's a different kind of success to be had when organizations see outsourcers as...

Building Contact Center Love: 4 Myths and 4 Realities About Attracting and Retaining Millennials

Millennials are often misunderstood. Viewed as disloyal and hard to retain, it could be that employers just aren't giving them what they want. Time to...

Providing Customer Support in the Era of Social Commerce and the TikTok Retail Model

If social commerce is the gateway to younger consumers, does this mean that social media will become the primary channel for customer support?

Building Contact Center Love: Six Ways to Attract and Retain Gen Z Workers

Our series starts off with Gen Z, the hardest generation to retain. Find out how to attract and keep a generation that’s rewriting all the workplace...

Ready Player One: Is Your Customer Support Primed for a BIG YEAR of Video Game Releases?

More than 100 new games will be released in 2023 and good player support is crucial. Here’s how you can level up your CX.

Get Your CX Geared Up for Another Busy Summer of Car Rentals

Over 206 million American travelers are planning to take to the road this summer and they will need rental cars. With industry challenges persisting, ...

Embedded Finance: The 2023 FinTech Trend That Promises Increased Customer Satisfaction

We explore one of the biggest Fintech trends of the year, embedded finance, and how will that affect the delivery of the new “financial” customer ...

Comparing Outsourcing Destinations: Nearshore, India and the Philippines

Not sure where to outsource your customer support? We compare traditional outsourcing & BPO destinations against the up-and-coming Latin America & Car...

What Insurers Can Learn from 2022’s Hurricane Season

2022's hurricane season was the third most expensive on U.S. record. What lessons can P&C insurers learn that will help them prepare for 2023?

itel SPOTlight: Sean Williams

Meet Sean Williams, from itel Montego Bay. Learn about his amazing career journey, including a recent promotion to Executive Vice President of Client ...

How Utility Providers Can Prepare for the New Energy Consumer

A new energy economy is emerging. Consumers have a desire for renewable options like wind and solar. But how can utility companies cater to the new en...

4 Black Friday Trends That Can Help Retailers Prepare for Next Year

Black Friday continues to be one of the biggest days for retail, but much has changed. Here's what retailers can learn from this year's 4 biggest new ...

itel’s Industry Leading CX Delivery Helps US-based Global Retailer with Channel Leading CSAT

Find out how itel's reliable staffing and training model helped them achieve #1 CSAT for this global retailer, surpassing 14 other vendors in capabili...

Is Your Customer Support Ready for the 2023 Rush of Summer Family Vacations?

Despite concerns over cost, 41% of American families are planning to spend big on travel this summer, and they have very specific needs. Find out how ...

Preparing Your Customer Support for a “Taxing” Tax Season

If last year was any indication, tax software companies are in for a hectic tax season. Here's what to consider when scaling your customer & tech supp...

The Generation Gap: How Customer Service Needs Vary by Age

Each generation has different needs and preferences when it comes to customer service. So, what do Boomers, Gen X, Millennials and Gen Z want?

Good Service Will Help Soothe Automotive Retailer Challenges

Empty dealerships, year-long delivery times... Car buyers are frustrated as automotive retailers face significant inventory challenges. Here's how CX ...

What Has Changed in Customer Service?

We interview bestselling author and renown customer experience expert, Shep Hyken, as we discuss recent shifts in customer service.

itel SPOTlight: Astrid Romero

Meet Astrid, one of our Engagement Champions. Learn more about her role and why her goal is to make everyone's 'itel experience' the best.

itel Ramps Hospitality Client’s CX Operations Over 30% in 90 Days

Learn how we helped one of the largest hospitality brands in the world to ramp up their customer support during peak travel season.

Should You Outsource Your Customer Support?

CX outsourcing has many benefits, but some companies are still unsure. If you have questions, here's why the nearshore could hold the answers. 

itel Automation Reduces Workforce Analyst Work Times by 90 Percent

Learn how our Innovation Team used automation to transform a manual process into a highly efficient semi-automated task, boosting productivity.

When are Chatbots Helpful? 4 Customer Support Scenarios 

AI Chatbots can bring greater speed, efficiency, and accuracy to your customer experience. But when is it best to employ a Bot? We look at four common...

Stuck on Repeat: Solving the Number One Customer Complaint

Over half of customers say that repeating their issues is their #1 contact center complaint. Our Innovation Team offers expert tips for reducing repet...

What is Customer Journey Mapping and Why is it Important?

Want happy, lifelong customers? Customer Journey Mapping identifies the moments that matter, so you can deliver the best customer experience. Learn mo...