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NEWS - Call Center 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 needs and the benefits
5 Tips to Drive Call Center Agent Motivation

5 Tips to Drive Call Center Agent Motivation

A happy contact center workforce equals happy customers, because a motivated staff will work better and harder. Yet, different individuals respond to different incentives, and the same goes for groups, they might not all respond to the same stimulus. So, how do we boost the morale of employees on a daily basis?

Facts About Collection Agency Operations and Technology [INFOGRAPHIC]

Facts About Collection Agency Operations and Technology [INFOGRAPHIC]

In 2014, collection agency operations professionals are approaching technology to improve business processes, contact center management, and maintain compliance, showing that they prioritize integration, PCI compliance and customer service over per-transaction pricing when selecting a payment solution.

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Meet Us at ACA's 75th Anniversary Convention & Expo

Would additional Collector Horsepower help you Increase Recoveries? If so, let's meet at the ACA International 75th Anniversary Convention & Expo (Booth 1022) in Chicago, from July 23-25.
 Top Call Center Priorities In 2014 [INFOGRAPHIC] News 20 June 2014 Top Call Center Priorities In 2014 [INFOGRAPHIC] This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.  The survey provided a very interesting numerical context for the state of customer service in 2014.  We created this handy infographic showing the top results of that survey: Read more ...

Top Call Center Priorities In 2014 [INFOGRAPHIC]

This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.
Guide To Understanding Customer Experience Metrics

Guide To Understanding Customer Experience Metrics

Managing the Customer Experience has never been more of a priority for companies focusing their call center service on customer-centricity. All companies deliver a Customer Experience, just as all organizations deliver a company culture. However, the experience delivered to customers is not always what the company intended.
6 Facts About Student Loan Debt And Collections [INFOGRAPHIC]

6 Facts About Student Loan Debt And Collections [INFOGRAPHIC]

Higher education is vital to improving the talent level of American workers. However, since enrollment grows every year and tuition prices are on the rise, student loans are increasingly playing a significant role in financing higher education and have continued to rise nationwide.
Meet Us At Call Center Week 2014

Meet Us At Call Center Week 2014

Top Companies such as Time Warner, Avis/Budget, Direct TV, Verizon, and Beach Body Fitness have established nearshore call centers in Baja California, Mexico because of several key advantages.
2 More Steps Call Centers Can Take To Ensure Online Security

2 More Steps Call Centers Can Take To Ensure Online Security

As a call center manager, you’ve probably taken all the necessary steps to ensure online security and safe transactions for your customers as well as your company; like making sure your payment system is PCI compliant, utilizing encryption technology to make sure private financial information remains private, providing a secure login system for your customers, or staying current with all the security updates for your business’s network of computers.