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 ...

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...

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 ...

Find out how itel's reliable staffing and training model helped them achieve #1 CSAT for this global retailer, surpassing 14 other vendors in capabili...

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 ...

If last year was any indication, tax software companies are in for a hectic tax season. Here's what to consider when scaling your customer & tech supp...

Each generation has different needs and preferences when it comes to customer service. So, what do Boomers, Gen X, Millennials and Gen Z want?

Empty dealerships, year-long delivery times... Car buyers are frustrated as automotive retailers face significant inventory challenges. Here's how CX ...

We interview bestselling author and renown customer experience expert, Shep Hyken, as we discuss recent shifts in customer service.

Meet Astrid, one of our Engagement Champions. Learn more about her role and why her goal is to make everyone's 'itel experience' the best.

Learn how we helped one of the largest hospitality brands in the world to ramp up their customer support during peak travel season.

CX outsourcing has many benefits, but some companies are still unsure. If you have questions, here's why the nearshore could hold the answers. 

Learn how our Innovation Team used automation to transform a manual process into a highly efficient semi-automated task, boosting productivity.

AI Chatbots can bring greater speed, efficiency, and accuracy to your customer experience. But when is it best to employ a Bot? We look at four common...

Over half of customers say that repeating their issues is their #1 contact center complaint. Our Innovation Team offers expert tips for reducing repet...

Want happy, lifelong customers? Customer Journey Mapping identifies the moments that matter, so you can deliver the best customer experience. Learn mo...

This Genetic Sciences Client witnessed a 2-4 point increase in CSAT and Issue Resolution scores as itel agents surpass other business lines...

Cross-training agents can provide many benefits, such as maximizing cost savings and efficiency. Learn how we use cross-training at itel to strategica...

Meet Kemika, part of our Environmental Health, Safety and Security team. Learn more about her role at itel and what she loves most about working here.

This month, itel marked its 10-year anniversary by launching the ‘i am itel’ campaign, to capture the essence of the itel employee and culture, in...

As itel celebrates its 10-year anniversary, Founding Chairman & CEO, Yoni Epstein, shares his thoughts on the company’s growth and evolution.

Diversity & inclusion are something many companies talk about, but here are 4 examples of how we actively foster an open, collaborative & fair workpla...

Chalmers is itel's new ultramodern 90,000 sq. ft. facility in Kingston, Jamaica, whose stunning design is setting new standards for BPOs in the region...

Educators are important. They motivate, inspire, and at itel, they transmit crucial knowledge. That’s why we're highlighting our trainers, asking th...

itel’s Chill Spaces are reinventing the boring employee breakroom, with vibrant nature-inspired designs and all the comforts of home. Learn more...

There’s a growing movement to shed "working mom guilt" and find pride in working motherhood. Here's how to do it, with real tips from itel's moms.

Meet the unsung heroes of the workplace, the people behind itel's Employee Health, Safety and Security (EHSS) team, responsible for managing and maint...

Everyone in the Montego Bay office knows Ms. Angie, who’s in charge of facility maintenance. Meet the woman who ensures the itel “house” is alwa...

Many people are intrigued by cryptocurrency. But the thing that stands in the way of mass adoption is sub par customer support.

A lot goes on behind the scenes of a smooth-running workplace. For World Health Day, we thought it fitting to lift the veil and explain the vital resp...

Travel is resuming. But people still have lingering concerns that keep them from booking. Here's 4 ways companies can use CX to win travelers back.

For itel’s “Year of You”, we wanted to highlight employee success stories, starting with Jamel Brown, Operations Supervisor at itel Montego Bay,...

At itel's Innovation Lab, clients can find new, exciting ways to enhance their customer experience. Learn more about this innovation powerhouse.

If you’re going to digitize your customer experience, do it fast. Here's why younger consumers will not forgive brands who fail to adopt new tech an...

As one of the fastest-growing customer experience providers in Latin America and the Caribbean and one of the rising stars in the nearshore space, ite...

Most companies want to build brand love and long-term relationships with their customers. Here's why that can't happen without looking to your EX.

When it comes to customer experience, digital services aren’t just preferred. They're expected. Here are tips for accelerating your digital transfor...

itel Founding Chairman & CEO, Yoni Epstein, shares with us the lessons he'll be taking into 2022 and why itel has declared this year the "Year of You"...

Learn about the “Great Shift” and 4 other trends in CX outsourcing that experts predict will shape the coming year...

With a wide variety of customers, this leading office retailer found it challenging to meet customer expectations and observed a sudden decline in the...

Customer service is no longer a numbers game. Learn why CX providers are investing in new technologies that put human connection first.

itel's 4Ys Foundation brought holiday cheer to those in need by collecting and donating essential items to charitable organizations in Jamaica.