BPO and Call Center Industry Insights l CustomerServ Blog

Call Center Vendor Management and Virtual Due Diligence in the Age of COVID-19

By Nick Jiwa November 11, 2020

The COVID-19 pandemic may have disrupted the business process outsourcing (BPO) industry, but it ..

Work-at-Home vs On-Premise Call Center Agents – A Comparison

By Nick Jiwa September 21, 2020

The decades-long debate comparing work-at-home vs. on-premise call center agents is a ..

Inspiration and Hope - That's All We Need

By Nick Jiwa June 23, 2020

I usually write about topics related to my beloved contact center and BPO industry, but today, I ..

Get Your Guide: The Top 10 Fears and Misconceptions of Outsourcing Your Call Center

By CustomerServ May 20, 2020

Over the years, CustomerServ has answered numerous questions from business leaders about ..

Work @ Home Call Center Agent – The New Disruptor?

By Nick Jiwa April 9, 2020

The impact of the coronavirus pandemic (COVID-19) instantly brought to light the value of remote ..

What to Expect When Working with a Call Center Outsourcer

By CustomerServ February 25, 2020

The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in ..

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 CustomerServ 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 ..

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