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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By Jose Ferreras — Ceiba PerspectiveJose 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 (Ceiba Perspective, May 2026). The paper explores the evolution of contact center...
How CCSI Built a Forbes-Recognized Culture That Delivers Retention, Engagement, and Business ResultsCall center operators have the power to transform their industry. High employee engagement can create more stable teams, experienced agents, and stronger customer experiences. CCSI approaches this challenge with a clear mission: “To change lives and provide excellent service.”...
The role of contact center employees has transformed significantly. Today, agents are no longer just service providers; they are the face...
Call Center Services International (CCSI) participates in the HFMA Annual Conference to connect with healthcare finance leaders and share...
March 2026 — A leading U.S. healthcare revenue cycle management company is celebrating 10 years of successful nearshore operations in...
The arrival of AI in contact centers, powered increasingly by modern contact center AI solutions, is now a reality, but this does not mean...
February 2026 – Tijuana, Mexico. Call Center Services International (CCSI) had the pleasure of hosting Call the Car, a leading healthcare...
San Diego, CA and New York, NY — April 2026 — Ceiba Capital Partners, a private equity firm with offices in New York, announced a new...
LEARN ABOUT CALL CENTER MANAGEMENT, NEARSHORE AND MORE
15 Empathy Statements And Tips To Help You Improve Customer Service
When Contact Center agents handle customer complaints, problems, or difficult situations, empathy can play an important role in building trust and creating a more positive customer experience. Customers want to feel heard and understood, especially when they are frustrated, confused, disappointed, o...
Keeping Your Business Up To TCPA Compliance
The Telephone Consumer Protection Act (TCPA) continues to be one of the most important federal laws affecting organizations that communicate with consumers by telephone or text message. For contact centers, understanding consent, calling technology, opt-out requests, and communication practices is a...
Be A Better Call Center Leader: 7 Things You Can Do
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...
Let's Talk About Digital Mortgage
The mortgage industry has become increasingly digital, giving consumers more ways to research lenders, compare options, submit information, and move through portions of the mortgage process online. Digital mortgage technology can make the experience more accessible and efficient, while lenders still...
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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.
