NEWS & INSIGHTS
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Call Center News & Insights
Explore the latest news, expert insights, case studies, and industry events from CCSI. Discover how Nearshore Contact Center Solutions, AI, Customer Experience, and operational best practices help organizations improve performance, reduce costs, and scale with confidence.
Looking for a specific article?
Search CCSI News & Insights by topic, company, event, service, or keyword.
Agent empowerment gives contact center employees the knowledge, resources, confidence, and appropriate authority to make decisions that help customers. When it is implemented correctly, empowerment can reduce unnecessary escalations, strengthen First Contact Resolution, improve the Employee Experience, and help agents take greater ownership of customer interactions. What Is...
The words contact center agents choose can completely change how a customer perceives an interaction. Sometimes the underlying situation cannot be changed immediately, but a more transparent, confident, and helpful response can prevent additional frustration. Here are five contact center phrases customers may dislike hearing — and better ways agents can communicate the same...
First Contact Resolution (FCR) is one of the most valuable contact center metrics because it connects Customer Experience with operational...
First Contact Resolution (FCR) remains one of the most useful contact center metrics because it connects two important objectives:...
In May 2018, Call Center Services International (CCSI) continued celebrating its 10th anniversary by recognizing long-service employees...
![9 Customer Experience Facts Your Contact Center Can’t Afford To Ignore [INFOGRAPHIC]](https://ccsi.com/images/2020/03/16/Facts-Customer-Experience.jpg)
Customer Experience has become one of the most important competitive factors in contact center operations. Customers expect faster...
Even organizations known for excellent customer service will occasionally have interactions that do not go as planned. What separates a...
On April 13, 2018, a group of International Business students from Point Loma Nazarene University (PLNU) visited Call Center Services...
LEARN ABOUT CALL CENTER MANAGEMENT, NEARSHORE AND MORE
How To Create A Culture Of Honesty In The Contact Center Workplace
A positive contact center culture depends on more than motivation, incentives, or workplace activities. Trust and honesty influence how employees communicate, report problems, work with one another, and ultimately represent the organization to customers. Creating a culture where employees feel comfo...
The Useful Guide to Write Thank you Messages for your Agents
Every season is a good season to thank your employees and recognize the people who contribute to your team, service, and company. A sincere appreciation message can be simple, but making it personal by recognizing a specific contribution, quality, or achievement can make it much more meaningful.
Celebrating 9 Years Of Call Center Services International
In March 2017, Call Center Services International (CCSI) had an important reason to celebrate: our staff and clients helped us reach our 9-year milestone. Nine years earlier, CCSI was founded with the vision of providing U.S. companies with a cost-effective nearshore Contact & Support Center solutio...
How To Create A Unique Call Center Greeting For Your Customers
The greeting is one of the first opportunities a contact center agent has to create a positive customer experience. It may seem like a small part of the conversation, but it establishes the tone of the interaction, introduces the representative and the company, and can help customers feel comfortabl...
Pricing
Resources
Newsletter
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
