Call center agent engagement and feedback are more important than ever in today’s high growth business process outsourcing (BPO) industry ..read more

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality ..read more

Companies and leaders are asked to do more with less, in the face of a looming economic downturn. How are cost pressures impacting customer experience (CX) and contact center strategies? In partnership with Execs in The Know, we surveyed CX leaders across the industry to bring you our CX Outsourcing Insights report providing insights on how your peers are managing today’s challenges ..read more

The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research. Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense competition for labor are among the concerns in these and other mature locations.     ..read more

Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation ..read more

What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. In many developing countries, job seekers significantly outnumber formal job opportunities. Therefore, socially oriented outsourcing strategies aim to make a positive economic impact on disadvantaged and marginalized sectors of the population, in addition to eradicating inequities faced by women and minorities ..read more

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022? Was it more of the same? And what can we expect in 2023? It’s hard to say how 2022 turned out for many because it “feels” like the year came and went incredibly fast, with mixed outcomes. Many businesses told us that 2022 was a down year and a time of uncertainty. In contrast, other companies and brands said that it was their best year on record. All of us seem busier and more preoccupied than ever. We’re running a mile a minute still dealing with the af ..read more

CustomerServ's President and Founder, Nick Jiwa organized and led an outstanding panel discussion at Consero's Customer Experience and Contact Center Forum in Austin, TX ..read more

This article was originally published on Contactcenterpipeline.com in October 2022. Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance. In today’s post-COVID-19 pandemic world, the contact center continues to be the “front office” for brick-and-mortar and online retailers ..read more

With the dramatic growth of global outsourcing, the distinction between nearshore and offshore should be quite clear. But too many people are still referring to all work outsourced outside of the U.S. as 'offshore,' which is incorrect. Outsourcing is often mislabeled as 'offshoring' even at the highest levels of business and government ..read more