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News : DigitalWell Signs Deal to Revamp itel's Customer Service Capability in the Caribbean

#contactcenterworld, @itelCX

Dublin, Ireland and Kingston, Jamaica, 6th September 2022 -- Caribbean-based customer experience provider itel has agreed a two-year contract for enterprise communications company DigitalWell to upgrade its customer service systems. This employee centric platform utilising AI tools like gamification will increase retention, engagement, and ultimately customer satisfaction. DigitalWell will deploy Centrical's employee success platform that blends artificial intelligence and advanced gamification with personalised micro-learning, real-time employee performance management, as well as adaptive coaching tools and well-being strategies. DigitalWell will also provide continual support to itel with an ongoing managed services contract.

The improvements will support itel’s continued expansion throughout the Americas and beyond. "With growing expectations of employees and customers, it is essential to invest in your frontline employees and put them at the centre of your business," says Yoni Epstein, founding chairman and CEO, itel. "Following successful office expansion and recruitment in Jamaica, St Lucia, Honduras, and Guyana, we want to nurture a culture of retention and make sure our new hires and current employees are happy, stimulated, and with us for the long term. Working with people-first companies like DigitalWell and Centrical enables itel to provide the highest standard of employee engagement, which correlates to delivering optimal customer service, enabling itel to meet our business objectives and grow."


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Ross Murray, CEO, DigitalWell explains, "It quickly became clear that the itel team sought to embrace a people-first organisational culture like ours. We counselled them on proven best-in-class empathy-based systems designed to nurture and reinforce that holistic approach. Centrical was a natural partner for the solution because not only can it meet their current staff retention objectives, but can easily scale as their business grows globally. In the short term, we will reduce itel’s recruitment and retention costs, decreasing their time to revenue. It’s a wonderful win with a mutually beneficial relationship that also supports our own ongoing international expansion."

#contactcenterworld, @itelCX


About Luminous PR:
Technology PR agency representing DigitalWell and many other organisations from start-up to international enterprise.
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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 - Background Noise

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

Published: Tuesday, September 6, 2022

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2023 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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