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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 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.

Let’s Meet At The ACA International 2018 Convention & Expo

Let’s Meet At The ACA International 2018 Convention & Expo

Need to add new capability to your Debt Collection Operation? If so, let's meet at the ACA International 2018 Convention & Expo (Booth #219) in Nashville, July 23rd to 25th.

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4 Ways A Nearshore Contact Center Can Help You Increase Performance

4 Ways A Nearshore Contact Center Can Help You Increase Performance

When we talk about Nearshore, many will mention it’s cost-saving advantage and the abundant pool of bilingual and bicultural agents, which are good things to consider for a contact center company.

The 3 Elements That Shape A Winning Contact Center Employee Experience

The 3 Elements That Shape A Winning Contact Center Employee Experience

In the contact center industry, we have been talking about Customer Experience and its importance for the success of a company. But now, companies are starting to focus on Employee Experience.

How To Improve First Contact Resolution & Reduce Contact Center Cost

How To Improve First Contact Resolution & Reduce Contact Center Cost

If you haven’t paid attention to First Call Resolution, or more importantly, to First Contact Resolution (probably you have by now, because you are reading this article), it is time to do it now.

15 Empathy Statements And Tips To Help You Improve Customer Service

15 Empathy Statements And Tips To Help You Improve Customer Service

In the contact center, when dealing with customer complaints, problems and issues, empathy can be the determinant point between keeping or losing business.

Discover Nearshore Mexico At Customer Contact Week 2018 In Las Vegas

Discover Nearshore Mexico At Customer Contact Week 2018 In Las Vegas

Are you heading to Customer Contact Week 2018 in Las Vegas? Call Center Services International will be at booth #526 in the CCW 2018 Expo Hall.

CCSI Honors Long Service Employees During 10th Anniversary Celebration

CCSI Honors Long Service Employees During 10th Anniversary Celebration

Back in March, Call Center Services International hit the 10-year mark of successfully helping North American companies establish contact centers in Mexico.