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Nick Jiwa

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 ..
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 ..
Market Size: Just How Big Is the Call Center Industry?
By Nick Jiwa October 25, 2017
The call center industry has been growing and evolving for the past few decades. Have you ever ..
Is Call Center Outsourcing a Commodity?
By Nick Jiwa September 8, 2017
A commodity is commonly referred to as a type of widely available product or service that is not ..
Default Syndrome: You Picked The Wrong Vendor
By Nick Jiwa June 1, 2016
Size matters in the call center industry and if you select an outsourcer that is too big or too ..
Outsourcing is Broken and How to Fix It: A Podcast
By Nick Jiwa February 2, 2016
Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas ..
The Dreaded PFP Model
By Nick Jiwa January 14, 2016
Let’s get right to the point: PFP (Pay for Performance) is one of the most polarizing acronyms in ..

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