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The CustomerServ Blog

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 ..
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 ..

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