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The AI Paradox: How to Address Concerns and Close the AI Gap

Why do most business leaders want AI but fail to implement it in their contact centers? We explore the AI paradox at the heart of modern CX management...

Small but Strategic: The Value of Outsourcing Destinations Like Belize  

Is a country’s size no longer relevant? As we enter the age of high-value customer engagements, will small but strategic destinations win out?

Insurers Can Guide Americans Through Healthcare Confusion 

Substantial changes could be coming to U.S. healthcare and Americans will be looking for someone to guide them through changes in health plans and pol...

YOUnique: Annisha Fanis

We sit down with Annisha Fanis, from itel Saint Lucia, to learn about her inspirational career journey from Security Officer to Trainer.

Turning “Cost Centers” into Customer Loyalty Centers 

Many view contact centers as “cost centers”. But, here's how they can become loyalty-driving, value-generating powerhouses.

From Turning Point to Transformation: 2025 Marks a New Beginning

2024 will be remembered as a “turning point” year, where brands set the stage for 2025's successes...

Thinking Outside the Box: How to Solve Three Sources of Subscriber Churn 

The subscription sector is booming, but churn is rising. How can brands solve this? By reducing three main sources of customer frustration ...

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...