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Leading hospitality brand emerges stronger after months-long service pause at onset of pandemic

In response to the global pandemic, Reservations and Customer Care operations were closed for one of the world’s largest hospitality companies from ...

The world’s fastest growing hospitality company increases reservation bookings on inbound calls by 20%

itel is proud to help create memorable experiences for guests by making Reservations for a company that sets the worldwide standard for hospitality.

Hotel brand increases referral rate to exclusive vacation ownership program by 18%

Working with this hospitality brand, we saw an opportunity to increase the number of guests transferred to the vacation ownership program for enrollme...

5 Ways AI is Taking Over Learning

Artificial Intelligence (AI) is a hot topic that has been on the lips of almost everyone for half a decade.

A Case Study of COVID-19 BPO Business Resilience

COVID-19 has made 2020 challenging for all sectors, including customer experience management. The pandemic that spread early in the year has been one ...

What Did 2020 Teach Me About Navigating Uncertainty?

Every business leader knows that uncertainty is one of the greatest challenges we all face.

Building the Culture of a Modern BPO in the Shadow of Zappos

The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46.

3 Reasons to Invest in Employee Experience

Employee experience plays a significant role in keeping any company ahead of the game.

5 Reasons Collections is More Than Chasing People for Money

Being a collections agent isn’t always easy.