BPO and Call Center Industry Insights l CustomerServ Blog

The State of the Onshore USA Call Center

By Nick Jiwa November 20, 2019

The US economy is experiencing a record-long expansion with unemployment at the lowest point in 50 ..

IoT: The Call Center Industry's Next Big Opportunity

By Nick Jiwa July 24, 2019

The Internet of Things (IoT) is ushering in an era of sweeping change across industries. From smart ..

The Hottest Nearshore Call Center Outsourcing Countries

By Nick Jiwa April 29, 2019

We have discussed the prevailing perceptions of global outsourcing in previous articles. The topic ..

What is an Omni-Channel Call Center (and Why Does It Matter to Your Business)?

By CustomerServ February 14, 2019

Customers have made their communication expectations clear across industries: They want to interact ..

Call Center Agent Attrition: Your Biggest Threat

By Nick Jiwa January 10, 2019

Lately, it seems that call center leaders have been thoroughly absorbed with artificial ..

RFP Do’s, Don’ts and Alternatives

By Nick Jiwa October 5, 2018

In today’s agile business environment, the Request for Proposal (RFP) can seem like an overly ..

The Benefits of Supplier Diversity in the Call Center Industry

By CustomerServ August 21, 2018

Consumers are scrutinizing companies’ core values like never before, thanks in part to social media ..

Selecting a Call Center Outsourcing Vendor, Part 1

By CustomerServ July 19, 2018

Vendor selection can make or break your outsourcing initiatives whether your company is new to ..

Curing the Allergic Reaction to Nearshore and Offshore Call Centers (Part 2)

By Nick Jiwa June 28, 2018

In Part 1 of this article series, we looked at the challenges and common perceptions about ..

Humans vs. Robots: Why AI Won’t Replace Humans in the Call Center

By CustomerServ May 17, 2018

Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers Artificial ..

Call Center Outsourcing Risks and How to Mitigate Them

By CustomerServ April 19, 2018

The decision whether to outsource all or part of your call center has far-reaching consequences for ..

Call Center - The Accidental Career Path

By Nick Jiwa April 6, 2018

It was June of 1986, the Dow Jones was hovering at 1,800 and Ronald Reagan was President. I had ..

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