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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...