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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 ...

Preparing Your Customer Support for a “Taxing” Tax Season

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...

The Generation Gap: How Customer Service Needs Vary by Age

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

Good Service Will Help Soothe Automotive Retailer Challenges

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

What Has Changed in Customer Service?

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

itel SPOTlight: Astrid Romero

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.

Should You Outsource Your Customer Support?

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

When are Chatbots Helpful? 4 Customer Support Scenarios 

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...

Stuck on Repeat: Solving the Number One Customer Complaint

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