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.
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Nearshoring can provide U.S. companies with important advantages, including geographic proximity, time-zone alignment, access to bilingual talent, cultural familiarity, and lower operating costs. But choosing the right country is just as important as choosing the nearshore model itself. For contact center operations serving North American customers, Mexico offers a compelling...
Customer Experience is now a fundamental part of contact center strategy, yet understanding its importance does not automatically mean an organization will deliver it successfully. Employee engagement, leadership alignment, internal processes, technology, and the ability to listen to customers can all create obstacles between the experience a company intends to provide and...
On March 10, 2018, Call Center Services International (CCSI) celebrated its 10th anniversary. A decade after the company was founded,...
Customers are more likely to trust a conversation when they feel heard, understood, and treated as individuals. In a contact center,...
In February 2018, a City of Phoenix trade delegation visited Tijuana, Baja California, as part of a Trade, Tourism and Protocol Mission...
How well do your contact center agents understand the products and services they support? Strong product knowledge helps agents answer...
Call Center Services International (CCSI) provides nearshore contact center services in Mexico, but our operating model differs from...
In December 2017, FCR announced a partnership with Call Center Services International (CCSI) to establish a new nearshore contact center...
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Contact Center Automation: A Summary of the Ceiba Perspective
By Jose Ferreras — Ceiba Perspective
Jose Ferreras, identified at the time of publication as an Operating Advisor at Ceiba Capital Partners with more than twenty years of experience in the contact center and BPO industry, published Humans Still Matter, AI is a Force Multiplier, Not a Force Killer (Ce...
Jose Ferreras, identified at the time of publication as an Operating Advisor at Ceiba Capital Partners with more than twenty years of experience in the contact center and BPO industry, published Humans Still Matter, AI is a Force Multiplier, Not a Force Killer (Ce...
The 3 Elements That Shape A Winning Contact Center Employee Experience
First Contact Resolution (FCR) is one of the most valuable contact center metrics because it connects Customer Experience with operational efficiency. When customers receive a complete and accurate resolution during their first interaction, they make fewer repeat contacts, require fewer transfers, a...
Hire The Right Contact Center Agents: Important Agent Skills & Qualities
Hiring is one of the most important processes in a Contact Center because agents communicate directly with customers, listen to their concerns, answer questions, solve problems, provide support, and in some operations help generate sales or recover payments. Selecting candidates with the right combi...
5 Things Your Quality Assurance Team Should Be Doing
Quality Assurance is one of the most important tools a contact center can use to improve performance, strengthen customer experience, identify coaching opportunities, and maintain consistent service standards. A strong QA program goes beyond simply listening to calls; it helps organizations understa...
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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
