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The CX Inflection Point That Can Stall Business Growth

What works in early stages doesn't always work as your business scales. The often overlooked inflection point where CX can quietly stall your growth.

Why the Caribbean May Be the Next Global Hub for Knowledge Outsourcing

Businesses have typically relied on offshore hubs for KPO. Learn why the Caribbean may offer better alignment for some knowledge support services.

YOUnique: Kerreth McKay

Great CX begins with people who care deeply about helping others. Meet Kerreth McKay, whose stellar CSAT shows his commitment, determination and skill...

Revolutionizing Contact Center Coaching with AI-Generated Podcasts

Enable personalized learning at scale with itelligence® podcasts - a new AI coaching tool for contact center teams that drives better QA performance.

Leading the Shift Towards Technology-Focused CX

Why smart nearshore operators are making the shift from selling headcount to selling CX ecosystems that offer more holistic solutions.

How itel’s Geographic Agility Safeguards Operations During Extreme Weather Events

How itel's geo diversification and proactive planning protected client operations and minimized downtime after Hurricane Melissa.

YOUnique: Victoria Orrego

Victoria's story is truly inspiring. Learn how the right support and approach to learning allowed her to rapidly progress from agent to CX Coach.

Where Is CX Headed? Three Trends to Watch In 2026 

What are the CX trends to watch in 2026? Three thought leaders give their take on the latest industry predictions.

Rising Strong: itel’s Efforts to Aid Recovery After Hurricane Melissa

Jamaica is a story of resilience. Learn more about itel's relief efforts and how we're helping our team members recover after Hurricane Melissa....

Seamless CX in 30 Days: How a DTC Brand Migrated Without Missing a Beat

Learn how itel seamlessly migrated a DTC brand's services in 30 days, with zero disruptions, using a structured, supportive onboarding process.

Debunking Outsourcing’s Greatest Myth

Think outsourcing is simply about cutting costs? That's just the surface. The real value lies beneath the balance sheet. Let's debunk the myth...

YOUnique: Tencia Lebert

Meet Tencia Lebert, itel's new Group Cost Controller. Learn more about her role in Finance and why she loves breaking down the numbers...

Moving Towards Greater Success: Creating a QA Framework for a Transportation Client

How itel created a QA process for a transportation services company, blending automation and personalized coaching to deliver 98% QA scores.

The Reality of AI in the Contact Center 

While AI is great at improving contact center efficiency, what do customers really think about AI in customer service? Here's the latest research... ...

How to Break the Cycle of Readmission in Hospitals 

High readmission rates lead to poorer patient outcomes, stiff penalties, and staff burnout. Learn how the right patient support can lower recidivism r...

How itel Powers a Seamless Surgical Experience

How itel achieved 100% CSAT and $6.1M in monthly bookings for a leading surgical group by providing comprehensive telehealth support.

How Caribbean CX Provider, itel, Is Helping to Solve America’s Nursing Crisis

Learn more about the launch of itel Med, itel's new virtual nursing solution, from Kelly Jenson, President of Business Development and Delivery.

Answering America’s Need for Virtual Nurses

America is facing a nurse shortage, which could have dire consequences for America’s seniors. Could virtual nurse outsourcing be the solution?

13 Years of Innovation: What It Means to Be Trailblazers of CX

itel is celebrating 13 years of CX innovation. What does it mean to be a CX trailblazer? itel's CEO, Yoni Epstein, CD, explains why itel is a pioneer.

Providing Specialized Tech Support to Thousands of Healthcare Software Users 

itel's specialized, customer-centric tech support leads to 98% CSAT for one of the world's leading healthcare software companies.

Are Online Shoppers Already Tired of Bot Customer Service? 

Are online retailers overusing AI and chatbots at the expense of customer satisfaction? Why retailers can benefit more from a balanced approach...

Outsourcing: Your Best Way to Manage Recession Risk 

When economic indicators point to recession, outsourcing can help you manage risk and remain agile when faced with volatile markets.

3 Ways to Leverage All That Banking Customer Data  

Banks have invested heavily in data solutions. But, here are 3 ways you can actually use the data you acquire to find and retain more customers… 

YOUnique: Tashia C. Palmer

We join Tashia C. Palmer, a Senior CX Supervisor from itel Montego Bay. Learn about her amazing career journey as she celebrates over 7 years with ite...

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...

Catering to the “Stay Local” Travel Trend  

Americans are "staying local" this summer. But, what’s really driving this preference for domestic travel and how can we cater to this trend?

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...

itel Cuts Chat AHT by Over 15 Percent for Digital Services Partner Without Losing the Personal Touch 

Consumers expect fast, yet personalized, support. Here's how we optimized chat services delivery for a global client without losing the human touch.

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 ...

itel’s IVR Enhancement Cut Call Volumes 50 Percent for a Leading Energy Provider 

Learn how we empowered energy customers to self-serve through new IVR enhancements that reduced call volumes by 50%...

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...

Telecom Achieves Higher CSAT by Focusing on First-Call Resolution 

For years, our repair teams have reliably supported a major U.S. Telecom. Learn how we boosted CSAT by decreasing call transfers and Tier 2 ticket ref...

How Streaming Platforms Can Regain Profitability

The streaming wars might be over, but the long-term winners may be those who can truly leverage data and AI to elevate the user experience...

CXpert Insights: Selling the Future of BPO Destinations 

Daniel Stein, itel's new VP of Sales, explains his momentous decision to transition from a South African BPO to selling Caribbean outsourcing...

itel’s Collections Teams Use Compassionate Approach to Exceed Recovery Targets by 110 Percent

An experienced collections team will not only recover debt, but preserve customer relationships. Learn how our compassionate approach led us to exceed...

The Era of the Super Agent©  

Years ago, we explored new technologies that were revolutionizing contact center careers and the CX industry. Now the Era of the "Super Agent©" is he...

Three Ways to Better Manage the Healthcare AEP   

Health insurance is complex, requiring support and advice. So how do you ensure you don't get inundated with member inquiries during the AEP?

itelligence® Uses AI to Harness the Power of Contact Center Data

Learn how itel's itelligence® is using advanced AI to provide clients with superior customized analytics that enhance efficiency, performance, and cu...

How AI Analytics Can Give Car Rental Companies a New Edge 

AI can give car rental companies a new competitive edge against car shares and ride hailing apps, but it all starts with having the right data...

YOUnique: Jose Blanco  

Meet Jose Blanco, a Customer Experience Coach from itel Honduras. He is responsible for ensuring a high quality of service, helping our supervisors be...

Helping Travel and Retail Brands Scale Successfully During Seasonal Peaks 

Find out how itel successfully navigated peak seasons for two different clients, exceeding staffing, quality and KPI targets...

Celebrating 12 Amazing Years of Being Team itel 

As itel celebrates 12 years of CX excellence, CEO, Yoni Epstein, CD, reflects on what being team itel really means...

How to Solve e-Retailers’ 3 Main Customer Service Challenges   

Why are only 44% of Americans satisfied with the online retail experience? Is it a case of fickle consumers or something else...

New Automation Boosts HR Efficiency by 45 Percent, Proving the Exciting Possibilities of itel’s DSI Team 

Learn how itel's DSI team used automation to boost administrative efficiency by 45% and reduce error rates by 80%, allowing HR staff to focus more on ...