The CustomerServ Blog

Insourcing vs. Outsourcing Call Centers: Debunking Common Misperceptions
By Nick Jiwa May 10, 2024
The call center is one of the initial points of contact between a brand and its customers. As such, ..
Navigating the Path Ahead: Customer Service and BPO Trends to Watch in 2024
By 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 ..
Will AI Render the Human Call Center Agent Obsolete?
By Nick Jiwa October 4, 2023
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics ..
Outsourcing to Africa: Top Countries for BPO
By Nick Jiwa May 23, 2023
The global business process outsourcing (BPO) market is currently valued at over $260 billion and ..
Call Center Vendor Size: Does Big = Best?
By Nick Jiwa April 18, 2023
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, ..
Impact Sourcing Requires Impact Performance
By Nick Jiwa February 7, 2023
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business ..
BPO Outsourcing Trends in 2023: What Should We Expect?
By Nick Jiwa December 16, 2022
If 2020 and 2021 were years of change, transformation, and tumult in the business process ..
Nearshore Is Not Offshore. What Are the Differences?
By Nick Jiwa September 27, 2022
With the dramatic growth of global outsourcing, the distinction between nearshore and offshore ..
When Is It Time for a New Call Center Vendor? Where To Look and How to Vet the Right Partner
By Nick Jiwa July 12, 2022
The right call center or business process outsourcing (BPO) vendor relationships can lead to a ..
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 7, 2021
We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — ..


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