--- title: BPO and Call Center Industry Insights l CustomerServ Blog | Thought Leadership description: Thought Leadership | CustomerServ follows the latest BPO and contact center industry trends that impact you in order to find the right outsourcing partners. --- [![](https://www.customerserv.com/hs-fs/hubfs/%20Customer%20Serv_2018/Images/CS-logo2-1.png?width=301&name=CS-logo2-1.png)](https://www.customerserv.com/) [855-449-2770](tel:855-449-2770) [menu ** ** ](https://www.customerserv.com/blog/topic/thought-leadership#sidr-main) [**](https://twitter.com/CustomerServLTD) [**](https://www.linkedin.com/company/3568081/) [**](https://www.youtube.com/user/CustomerServLTD) [![Let’s Talk!](https://no-cache.hubspot.com/cta/default/2829267/e028ac7c-550a-4811-9bc5-e1c4d98c18b2.png)](https://cta-redirect.hubspot.com/cta/redirect/2829267/e028ac7c-550a-4811-9bc5-e1c4d98c18b2) ![hero-1](https://www.customerserv.com/hs-fs/hubfs/%20Customer%20Serv_2018/Images/hero-1.jpg?width=1440&name=hero-1.jpg "hero-1") # The CustomerServ Blog Don't miss a beat. Sign up to receive our email updates. [All](https://www.customerserv.com/blog) [Read More](https://www.customerserv.com/blog/how-ai-should-and-should-not-influence-outsourcing-decisions) ##### [How AI Should—and Should Not—Influence Outsourcing Decisions](https://www.customerserv.com/blog/how-ai-should-and-should-not-influence-outsourcing-decisions) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) June 30, 2026 If you believed the hype around AI in call centers, live agents were supposed to be gone by now. .. [Read More](https://www.customerserv.com/blog/ai-in-call-centers-hype-vs-reality) ##### [AI in Call Centers: Hype, Reality, and the Operational Imperative](https://www.customerserv.com/blog/ai-in-call-centers-hype-vs-reality) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) February 17, 2026 Introduction You’re probably thinking “oh great, another piece of AI content that I was holding my .. [Read More](https://www.customerserv.com/blog/my-accidental-career-in-call-centers-our-industry-then-and-now) ##### [My Accidental Career in Call Centers – Our Industry Then and Now](https://www.customerserv.com/blog/my-accidental-career-in-call-centers-our-industry-then-and-now) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) November 12, 2025 Let’s be honest — very few of us plan to work in a call center. At least here in the U.S., it is .. [Read More](https://www.customerserv.com/blog/keep-call-centers-in-america-act-for-real) ##### [Keep Call Centers in America Act—for Real?](https://www.customerserv.com/blog/keep-call-centers-in-america-act-for-real) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) September 10, 2025 There’s a lot of noise right now in the customer experience (CX) community about the Keep Call .. [Read More](https://www.customerserv.com/blog/the-call-center-still-a-people-business) ##### [The Call Center – Still a People Business](https://www.customerserv.com/blog/the-call-center-still-a-people-business) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) August 13, 2025 The call center industry is at a crossroads today, with tech seemingly overshadowing the people .. [Read More](https://www.customerserv.com/blog/call-center-agent-accents-do-they-really-matter) ##### [Call Center Agent Accents—Do They Really Matter?](https://www.customerserv.com/blog/call-center-agent-accents-do-they-really-matter) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) April 22, 2025 In the world of outsourced English-language call centers, the agent's accent often becomes a focal .. [Read More](https://www.customerserv.com/blog/call-center-outsourcing-in-africa-the-reality-and-challenges) ##### [Call Center Outsourcing in Africa – The Reality and Challenges](https://www.customerserv.com/blog/call-center-outsourcing-in-africa-the-reality-and-challenges) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) January 28, 2025 Africa is the talk of the call center community, and the region is well positioned as the next high .. [Read More](https://www.customerserv.com/blog/navigating-the-future-of-insurance-customer-service-trends-challenges-and-solutions) ##### [Navigating the Future of Insurance Customer Service: Trends, Challenges, and Solutions](https://www.customerserv.com/blog/navigating-the-future-of-insurance-customer-service-trends-challenges-and-solutions) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) October 17, 2024 The insurance industry, traditionally a brick-and-mortar pillar of financial stability and .. [Read More](https://www.customerserv.com/blog/insourcing-vs.-outsourcing-call-centers-debunking-common-misperceptions) ##### [Insourcing vs. Outsourcing Call Centers: Debunking Common Misperceptions](https://www.customerserv.com/blog/insourcing-vs.-outsourcing-call-centers-debunking-common-misperceptions) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) May 10, 2024 The call center is one of the initial points of contact between a brand and its customers. As such, .. [Read More](https://www.customerserv.com/blog/navigating-the-path-ahead-customer-service-and-bpo-trends-to-watch-in-2024) ##### [Navigating the Path Ahead: Customer Service and BPO Trends to Watch in 2024](https://www.customerserv.com/blog/navigating-the-path-ahead-customer-service-and-bpo-trends-to-watch-in-2024) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) December 5, 2023 If the past few years have shown us anything, it’s that change is the only constant in the business .. [Read More](https://www.customerserv.com/blog/will-ai-render-the-human-call-center-agent-obsolete) ##### [Will AI Render the Human Call Center Agent Obsolete?](https://www.customerserv.com/blog/will-ai-render-the-human-call-center-agent-obsolete) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) October 4, 2023 Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics .. [Read More](https://www.customerserv.com/blog/outsourcing-to-africa-top-countries-for-bpo) ##### [Outsourcing to Africa: Top Countries for BPO](https://www.customerserv.com/blog/outsourcing-to-africa-top-countries-for-bpo) By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) May 23, 2023 The global business process outsourcing (BPO) market is currently valued at over $260 billion and .. ### Search  ### Recent Posts ### Subscribe to Blog [![Call Center Blogs](https://www.customerserv.com/hubfs/call_center_blogs_feedspot.png)](https://blog.feedspot.com/call_center_blogs/) #### Interested in outsourcing smarter? 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