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Many customer experience (CX) companies love to throw around tech buzzwords like “AI”, “Advanced Analytics”, and “Omnichannel,” but how are the latest technologies being used in the real world to enhance CX performance and client outcomes? The rise of the “super-agent” may answer that question. This is a whole new generation of customer service agent armed with insights, data, and coaching opportunities, all facilitated by advanced tech, allowing us to impact customer interactions in a way never seen before. The Truth Behind CX Tech When we talk about CX tech, the first thing that comes to mind is interactive voice response (IVR), or more recently, ...
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The ‘work from anywhere’ phenomenon is well underway. Even before the global pandemic forced 71% of employees to work remotely , technology enabled a growing class of “digital nomads” to essentially work from any location that offers an internet connection. From working in RVs as they roam the U.S. countryside, to working from exotic destinations, like the Caribbean, a new way of remote working has emerged that combines both work and travel. Dubbed the “workcation”, it’s a movement that is gaining popularity, and it’s also a market that itel is uniquely positioned to serve. Understanding the Digital Nomad Unlike traditional remote workers, digital ...
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itel is known as a world-class customer experience (CX) provider, with a broad range of capabilities and expertise. The source of our strength does not lie only in our technology, our transformative workspaces, and our geographic diversity. At the end of the day, we are a people business, and we perform at such a high level because we focus on employee experience as much as client experience. That’s why, in the second part of our “Meet the Team” series, we continue our deep dive into itel's leadership with our Experience and Activations Team . These are the leaders who help guide and shape the overall “itel experience”, from within and without. ...
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July 13, 2021 When the global pandemic hit, business instantly became unpredictable for the leading digital retailer and manufacturer of high-quality personalized products and services. They leaned on itel to provide the flexibility needed to manage drastic changes to their seasonal customer support volumes and to roll out work-from-home operations for the first time in the company’s 20-year history. The company also saw the opportunity to further diversify its CX footprint in 2020. Having had success in the Caribbean for a number of years, the online retailer chose to expand with itel into Saint Lucia during the height of the pandemic; a time when the ...
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July 21, 2021 2021 has not been a walk in the park for eCommerce brands. While the global pandemic led to a whopping 80% of consumers shopping online , and a 33% increase in ecommerce revenue , this major surge also resulted in supply chain issues that made the delivery experience more critical than ever. Efficient and speedy order fulfillment became key drivers of purchasing decisions and a big differentiator when it came to brand loyalty. This, in turn, put pressure on companies to not only “deliver on time” but to also deliver the best customer support . Changing Customer Expectations When ShipStation conducted a survey of online shoppers, ...
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July 26, 2021 As companies continue to diversify their customer experience (CX) models, nearshore locations, like the Caribbean and Latin America, have become highly desirable. They offer not only cost-savings, but critical redundancy, and flexibility, that allow companies to mitigate risk and scale their operations as needed. Yet, have you ever wondered why itel has chosen to locate their nearshore and onshore operations in 9 different countries? Learn more about itel’s locations and how our impressive geographic footprint offers our clients a competitive advantage. itel: A Company of Diverse Locations itel’s operations are truly international. ...
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June 28, 2021 Modern environmental design blended with COVID-ready features make itel buildings not only safe and functional for employees, but entirely reimagined for the nature of today’s call center aesthetic. There was a grand vision at play when itel designed its newest customer experience management facilities. Two new sites are specifically adapted to meet the new health and safety requirements brought on by the global pandemic: itel’s new landmark ‘Chalmers’ building, a 90, 000 square feet, state-of-the-art facility in Kingston, Jamaica will go live in fall of 2021; and the Saint Lucia operations that opened in July of 2020 in the Hewanorra Freezone ...
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June 22, 2021 itel has long been sought after for its smart solutions and valuable insights when it comes to delivering a superior customer experience (CX) for some of the world’s most widely recognized brands. itel’s journey from local Jamaican success story to competitive international CX provider has been led by a team of strategic, forward-thinking innovators, who have the vision to propel itel into the next phase of expansion. Over the course of this blog series, we will introduce you to some key members of itel’s leadership team, as we explore their vision for the future and the Audacious Goal that has fueled their rapid evolution. itel's Impressive ...
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Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his retirement just three months ago. Tony Hsieh is known by everyone involved in any form of customer experience design or management because he reinvented the industry. His simple philosophy was that happy and engaged employees will result in happier customers and one of the best ways to create this is just to trust your employees – trust them to do the right thing. ...
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St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was happy to have a chat with some of the employees. Big things are happening for Vieux-Fort,” he added. The prime minister took photos with some of the workers and the facility and published it along with his Facebook post. In January, Saint Lucia became the company’s fifth location. It also has facilities in Jamaica, where it was founded in 2012; The Bahamas, Mexico, ...