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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Strong leadership is essential in contact center operations. Supervisors and managers need to guide people toward common goals while supporting performance, customer experience, professional development, and employee engagement. Leadership may come more naturally to some people than others, but many of the skills that make someone a better leader can be learned, practiced,...
Thanksgiving and the holiday season are natural opportunities to recognize the people who contribute to your organization's success. For contact center leaders, showing genuine appreciation to agents can reinforce a positive workplace culture, recognize great performance, and remind employees that their contributions matter. 1. Write a Personal Message 2. Recognize Great Work...
In 2017, CNET en Español reported on an important social and workforce story developing in Tijuana: Mexican nationals returning from the...
The greeting is one of the first opportunities a contact center agent has to create a positive customer experience. It may seem like a...
Contact center redundancy is essential for maintaining customer service when technology, facilities, connectivity, or workforce...
The principal advantage of the nearshore model is proximity. For contact centers, being closer to the United States can provide important...
In August 2017, Check ‘n Go Chief Operating Officer Julie Joseforsky visited the company’s nearshore contact center team in Baja...
Mexico has developed into an important nearshore destination for U.S. companies looking to expand software development, engineering, IT...
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Jevan Consulting Announces Strategic Collaboration with Call Center Services International (CCSI)
San Diego, CA — December 10, 2025 — Jevan Consulting announced a strategic collaboration with Call Center Services International (CCSI) to expand Nearshore Healthcare Contact Center services for U.S. healthcare organizations. The collaboration combines Jevan Consulting's healthcare advisory expertis...
10 Examples Of Debt Collection UDAAP To Avoid
As part of an effective Compliance Management System, debt collection organizations should make sure that agents understand the rules governing consumer communications and recognize practices that may be considered unfair, deceptive, abusive, harassing, or misleading.
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...
Start Seeing Your Contact Center as a Value Center
Contact centers have traditionally been seen as cost centers. Providing customer service and support is essential, but for decades the goal was often to keep the cost of doing so as low as possible while still attempting to provide a positive customer experience.
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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.
