BPO and Call Center Industry Insights l CustomerServ Blog

Call Center Agent Accents—Do They Really Matter?

By Nick Jiwa April 22, 2025

In the world of outsourced English-language call centers, the agent's accent often becomes a focal ..

Call Center Outsourcing in Africa – The Reality and Challenges

By Nick Jiwa January 28, 2025

Africa is the talk of the call center community, and the region is well positioned as the next high ..

Navigating the Future of Insurance Customer Service: Trends, Challenges, and Solutions

By Nick Jiwa October 17, 2024

The insurance industry, traditionally a brick-and-mortar pillar of financial stability and ..

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 ..

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