BPO and Call Center Industry Insights l CustomerServ Blog

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 ..

Is Outbound Telesales Making a Comeback?

By Nick Jiwa March 26, 2018

The death knell for outbound telesales has sounded countless times over the years. Aggressive ..

Effective Subscription Box Call Center Strategies

By Nick Jiwa March 7, 2018

The subscription box industry has exploded over the past few years, introducing consumers to a wide ..

The Allergic Reaction to Nearshore and Offshore Call Centers (Part 1)

By Nick Jiwa January 12, 2018

“Hell no” is often the first reaction when someone in your budget meeting says: “Why don’t we cut ..

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