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Nick Jiwa
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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, ..
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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 ..
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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 ..
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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 ..
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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 ..
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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 ..
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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 ..
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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 ..
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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 ..
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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 ..
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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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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 ..
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