BPO and Call Center Industry Insights l CustomerServ Blog

Nick Jiwa

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 ..

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 ..

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 ..

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 ..

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 ..

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 ..

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 ..

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