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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 ...

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 ...