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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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