BPO and Call Center Industry Insights l CustomerServ Blog

Will AI Render the Human Call Center Agent Obsolete?

By Nick Jiwa October 4, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics ..

CX Outsourcing Insights Report: Building Successful Relationships in Times of Change

By CustomerServ June 30, 2023

Companies and leaders are asked to do more with less, in the face of a looming economic downturn. ..

Outsourcing to Africa: Top Countries for BPO

By Nick Jiwa May 23, 2023

The global business process outsourcing (BPO) market is currently valued at over $260 billion and ..

Call Center Vendor Size: Does Big = Best?

By Nick Jiwa April 18, 2023

Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, ..

Impact Sourcing Requires Impact Performance

By Nick Jiwa February 7, 2023

What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business ..

BPO Outsourcing Trends in 2023: What Should We Expect?

By Nick Jiwa December 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process ..

How the New Normal Impacts Retail: Contact Center Customer Service Issues, Best Practices, and Trends

By Nick Jiwa October 19, 2022

This article was originally published on Contactcenterpipeline.com in October 2022. Since the dawn ..

Nearshore Is Not Offshore. What Are the Differences?

By Nick Jiwa September 27, 2022

With the dramatic growth of global outsourcing, the distinction between nearshore and offshore ..

When Is It Time for a New Call Center Vendor? Where To Look and How to Vet the Right Partner

By Nick Jiwa July 12, 2022

The right call center or business process outsourcing (BPO) vendor relationships can lead to a ..

Call Center Metrics and KPIs to Measure Performance and Productivity

By Nick Jiwa March 21, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with ..

Who Is Today's Call Center Agent?

By Nick Jiwa February 1, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or ..

2021 BPO Trends and 2022 Expectations

By Nick Jiwa December 7, 2021

We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — ..

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