BPO and Call Center Industry Insights l CustomerServ Blog

Nick Jiwa

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 — ..

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 ..

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 ..

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