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

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.

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?

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 ...

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

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

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

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

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

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...

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...

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...

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. 

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

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

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

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

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 ...

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

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.

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.

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

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....

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

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.

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

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

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

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...

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...

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

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...

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...

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...

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...

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

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

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

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...

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...

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

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...

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.

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

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 ...

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

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?

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