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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
Let’s Meet At The 2018 Auto Finance Summit in Las Vegas!

Let’s Meet At The 2018 Auto Finance Summit in Las Vegas!

Need to add new capability to your Auto Finance Contact Center? If so, let's meet at the 18th annual Auto Finance Summit (Booth #513) in Las Vegas, October 24-26.

What NOT To Do To Keep Your Contact Center Agents Happy

What NOT To Do To Keep Your Contact Center Agents Happy

Many times, we have stopped to think what more can we do to make our contact center agents happy: incentives, empowerment, flexible schedules, free lunches, free massages, decorations, etc.

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4 Misconceptions About Nearshore: We Refute Them!

4 Misconceptions About Nearshore: We Refute Them!

You might have heard many things about Nearshore, either good or bad, that are not necessarily true. Every experience is different, every Nearshore company is different, and there can be rumors and misconceptions just because it’s associated with offshore and outsourcing.

Hire The Right Contact Center Agents: How To Assess Soft Skills

Hire The Right Contact Center Agents: How To Assess Soft Skills

In the Contact Center Industry, recruitment can be demanding. Many companies end up hiring just to fill the seats with people and this results in high turnover and more hiring necessities.

Our 5 Favorite Employee Experience Articles For Contact Centers

Our 5 Favorite Employee Experience Articles For Contact Centers

When it comes to Contact Center Employee Experience, it seems that we’ll never stop learning. Taking care of our employees can be challenging, but essential.

5 Noteworthy Reasons Why Contact Center CEOs Are Looking To Nearshore

5 Noteworthy Reasons Why Contact Center CEOs Are Looking To Nearshore

Nearshore keeps growing at a yearly growth rate of approximately 6.7% (Frost & Sullivan, 2017). There are more and more U.S. companies looking into Nearshore locations to outsource their contact center or software development operations.

If Your Agents Aren’t Empowered, You Might Be Missing These 5 Steps

If Your Agents Aren’t Empowered, You Might Be Missing These 5 Steps

In previous articles, we have talked about the importance of employee empowerment in customer service and in the Contact Center Industry in general.

5 More Annoying Contact Center Phrases Customers (And You) Hate to Hear

5 More Annoying Contact Center Phrases Customers (And You) Hate to Hear

Have you read our previous article, “8 Horrifying Phrases You Never Want To Hear In Your Call Center”? Here are 5 more annoying phrases your customers (and you) hate to hear from Contact Center staff.