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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
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.

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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.

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.

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.