BPO and Call Center Industry Insights l CustomerServ Blog

Humans vs. Robots: Why AI Won’t Replace Humans in the Call Center

By CustomerServ May 17, 2018

Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers Artificial ..

Call Center Outsourcing Risks and How to Mitigate Them

By CustomerServ April 19, 2018

The decision whether to outsource all or part of your call center has far-reaching consequences for ..

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 ..

The Blind RFP

By Nick Jiwa January 28, 2015

There are dozens of reasons why companies issue an RFP for call center services. But, what is the ..

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