BPO and Call Center Industry Insights l CustomerServ Blog

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 14, 2021

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

On-site, Work-at-Home, or Hybrid Staffing: Which Model Is Best for the Call Center Industry?

By CustomerServ October 21, 2021

The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies ..

Why is Call Center Outsourcing Demand Surging?

By Nick Jiwa August 31, 2021

Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, ..

Where Are All the U.S. Call Center Workers?

By Nick Jiwa May 17, 2021

Encouraging signs of an economic recovery are visible across the U.S. — cities and states are ..

Call Center Outsourcing vs. Insourcing Price Comparison

By Nick Jiwa March 1, 2021

Companies today are finding it increasingly challenging to cut costs without sacrificing quality ..

Why South Africa for Call Center Outsourcing?

By CustomerServ December 2, 2020

The South African call center and business process outsourcing (BPO) market has emerged as a ..

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 ..

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