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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 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.

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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.

9 Customer Experience Facts Your Contact Center Can’t Afford To Ignore [INFOGRAPHIC]

9 Customer Experience Facts Your Contact Center Can’t Afford To Ignore [INFOGRAPHIC]

We are sure you already know the importance of customer experience in the contact center industry. Well, in all industries in general. But have you proven it with numbers?

How to Manage Bad Customer Service Experiences In Your Contact Center

How to Manage Bad Customer Service Experiences In Your Contact Center

Just like Flavio Martins mentions in his article, Why Bad Customer Service Experiences Happen: “It’s inevitable that customer service experiences will sometimes fail.” It happens even to companies that are the best in customer experience.

Point Loma Nazarene University Intl. Business Students Visit CCSI

Point Loma Nazarene University Intl. Business Students Visit CCSI

Last Friday, April 13, a group of International Business students from Point Loma Nazarene University visited our Call Center Services International Otay Center to learn about the challenges and opportunities of international business, cross-cultural management, marketing, and ethics.

6 Reasons Why American Contact Centers Choose To Nearshore In Mexico

6 Reasons Why American Contact Centers Choose To Nearshore In Mexico

You might already know that Nearshore by itself brings great advantages for U.S. businesses: proximity, cost reduction, and quality. But now, we need to know what the best nearshore location is.