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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
How Mexico Got Back in the Game

How Mexico Got Back in the Game

In India, people ask you about China, and, in China, people ask you about India: Which country will become the more dominant economic power in the 21st century? I now have the answer: Mexico.

Expert's Angle: Time for Agents to Stop Being Anti-Social

Expert's Angle: Time for Agents to Stop Being Anti-Social

If your customer service organization defers to marketing to handle inquiries and comments made through social media channels or, even worse, avoids them altogether – you could be headed for a customer service disaster.

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Mexico Is Promising A Growth As Worldwide Provider Of IT Services

Mexico Is Promising A Growth As Worldwide Provider Of IT Services

Mexico's information technology (IT ) industry is posting promising growth on the back of aggressive public policies that promote government, academic and private-sector supp ort. Currently rated fourth worldwide as a provider of IT services, the country is expected to climb to third position in the medium term.

Workforce Management for Multi-Channel Centers

Workforce Management for Multi-Channel Centers

A big headache that I have come across in forecasting for a multi-channel center is the absence of any meaningful history for the non-phone contacts and back office activity.