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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.

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.

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.

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.

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.

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%...

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...

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...

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...

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...