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News : itel Opens Customer Experience Center in Midwestern USA

#contactcenterworld, @itelCX

Jeffersonville, IN, USA, Sept 21, 2021 -- itel, an international customer experience partner based in the Caribbean, has announced plans to open a 34,000 sq. ft. contact center in Jeffersonville, Indiana. Launching October 1st, 2021, the facility represents itel’s first physical footprint in the USA, adding to the company’s established nationwide network of work-at-home agents.

The new Southern Indiana customer experience center will immediately create 150 jobs in the area this fall, with plans to expand to upwards of 300 employees in 2022. The site, formerly owned by another contact center, will be retrofitted in the ‘itel way’ to meet the contact center needs for its high-end retail client, which will offer above-average hourly rates for personalized customer experience delivery. Jeffersonville, Indiana is an ideal setting for itel’s contact center, being a small vibrant town just one mile north of Louisville, Kentucky.

The announcement is part of a larger trend of contact center outsourcing moving closer to home – a trend that was greatly accelerated by the pandemic. Nearshore destinations in the Caribbean and Latin America (LACA) rebounded quickly after the initial downturn brought on by COVID, and have continued to see clients shift business from more traditional offshoring destinations in an effort to maximize on cost, culture and quality benefits through enhanced geo-diversity. Certain brands, itel’s experience has shown, are committed to onshoring with specialized expertise delivered stateside.


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"Having an enjoyable customer journey has become increasingly important to customers and is essential for companies that want to remain competitive," says Yoni Epstein, Founding Chairman and CEO of itel (formerly itelbpo).

"Our nearshore centers are fully equipped to enhance the customer journey at incredible cost-savings, yet some clients want to be onshore - no matter the price. Since expanding to the USA with our work-at-home operations in 2018, we have been eager as a company to officially land in America with a physical customer experience center."

"Now, with the onboarding of one of the highest grossing luxury retailers in the business, the opportunity has presented itself and the timing couldn’t be better. We look forward to working with the people of Southern Indiana and creating careers that will support the local economy of Jeffersonville."

#contactcenterworld, @itelCX

Posted by Veronica Silva Cusi, news correspondent
Source: https://itelinternational.com


About itel:
Company Logoitel is an international customer experience partner with operations across the Caribbean, Latin America, U.S. and Canada. Since inception, itel has strategically expanded outward from its starting point in Jamaica to position strongly to serve in the new economy. With a service delivery model that combines the best of nearshore, onshore and work-at-home, itel offers the flexibility and responsiveness that clients need now more than ever. itel is the partner of choice for forward-thinking brands who take pride in continuously empowering their teams and improving customer experiences. The newly launched Innovation Lab is itel’s center for solutions where the company collaborates with various stakeholders to pilot CX programs that solve the unique industry-specific challenges of today.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Friday, September 24, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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