The CustomerServ Blog

Insourcing vs. Outsourcing Call Centers: Debunking Common Misperceptions
By Nick Jiwa May 10, 2024
The call center is one of the initial points of contact between a brand and its customers. As such, ..
Unlock Valuable Insights: Global Study on Call Center Agent Sentiment
By CustomerServ February 14, 2024
Call center agent engagement and feedback are more important than ever in today’s high growth ..
Navigating the Path Ahead: Customer Service and BPO Trends to Watch in 2024
By Nick Jiwa December 5, 2023
If the past few years have shown us anything, it’s that change is the only constant in the business ..
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 ..


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