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Nick Jiwa

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 ..

IoT: The Call Center Industry's Next Big Opportunity

By Nick Jiwa July 24, 2019

The Internet of Things (IoT) is ushering in an era of sweeping change across industries. From smart ..

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 ..

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 ..

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