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News : With US$4M Upgrade to Contact Center, itel Adds 450 New Positions

#contactcenterworld, @itelCX

Georgetown, Guyana, May 16, 2022 -- One year after acquiring a Guyanese contact center, itel – an international customer experience provider – has announced that it has already invested in upgrades to the facility with plans to invest more to bring the site to a world-class standard by July 2022.

Since itel’s acquisition of Emerge BPO in 2021, the company has added more than 450 new positions and made significant changes to the facility’s structure and operations, notably salary increases, competitive health insurance benefits, and incentive programs for employees.

Most importantly, itel is investing in building a retention culture by nurturing career development through continuous training, mentorships and new job opportunities that allow employees to explore different career paths.

Focused on enhancing the employee experience at their Georgetown location, itel will be introducing new upgrades and internal infrastructure improvements that will prepare the team for massive business expansion. Throughout the summer of 2022, the company expects to hire an additional 500 people.


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Late last year, itel’s Founding Chairman and Chief Executive Officer (CEO), Yoni Epstein, sat down with Guyana’s Minister of Finance, Dr. Ashni Singh, to discuss the increasing potential for investment and job creation in Guyana’s BPO sector.

"We are investing in our people and investing in creating an inspiring workplace where they can thrive," said itel’s Founding Chairman and CEO, Yoni Epstein. "We want to dispel the myth that contact centers offer only one path. Our business provides opportunity for career growth with a gateway to many possibilities."

itel’s upgraded facility will feature comfortable furnishings, modern workspaces and vibrant décor that reflects the company’s four core values of quality, integrity, reliability, and family. "We serve some of the world’s biggest brands and by bringing the facilities up to the itel standard, we hope to attract the attention of top North American companies eager to keep their business nearshore," explains Epstein. "We want to put a spotlight on the immense potential of Guyana’s talented labor pool and the investments in infrastructure that make it an attractive destination for the outsourcing industry."

#contactcenterworld, @itelCX

Posted by Veronica Silva Cusi, news correspondent
Source: https://newsroom.gy


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: Wednesday, May 18, 2022

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2023 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
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!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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