CustomerServ

02/07/2023

There is a growing interest in socially conscious outsourcing — also known as impact sourcing — in the call center industry. BPOs that engage in this business strategy must deliver excellent performance in addition to creating jobs for disadvantaged individuals. Check out my latest article as we delve into this important topic.

12/15/2022

Check out the latest article from CustomerServ President Nick Jiwa – what to expect in the BPO call center industry in 2023. The past few years have brought tremendous change for many of us, and we are expecting 2023 to be an equally interesting year.

09/27/2022

Nearshore and offshore are distinct call center regions with vast differences, but too many people confuse expectations. Read my latest article as we break down the differences in costs, performance and expectations between nearshore, offshore, and even onshore call centers.

03/30/2022

Which call center KPIs should you measure for performance and productivity—and which should you ignore? We answer 8 questions regarding metrics in our latest blog post.

We answer the eight questions regarding the best metrics and KPIs that call centers should use to measure agent performance and productivity.

03/29/2022

Recently I had the opportunity to have a conversation with CanvasRebel where I discussed my journey, my views on success, and why there have been times I have had to pivot to fuel my company's growth.

We were lucky to catch up with Nick Jiwa recently and have shared our conversation below. Nick, appreciate you joining us today. What do you think it takes to be successful? We are pre-programmed to measure success based on financial milestones but monetary accomplishments alone, should not define s...

02/02/2022

Have we become so heavily focused on headcount that we overlook who today’s call center agents are, or why they’re applying for a job in our industry? Is it true that today’s call center agent does not appreciate the job? Why are we struggling with staffing and attrition? Check out my latest article addressing these and other issues in our industry today.

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we curren

12/14/2021

Brands and BPOs alike continue to seek answers and solutions to staffing, rising costs, turnover, service disruptions and a host of other issues. Check out my latest article as I delve into some of the many challenges faced by brands and BPOs in 2021 and the major trendlines leading into 2022.

We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — and it was. However, we didn’t know that 2021 would bring even bigger changes and reverberations to the BPO landscape.

08/31/2021

There is an unprecedented surge in demand for outsourced call center services. Learn about the reasons why outsourcing is a preferred strategy to help solve for staffing and other challenges.

Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers.

07/30/2021

CustomerServ is pleased to announce an expanding partnership with CCI by helping two North American tech and travel brands choose CCI in Kenya for outsourced customer service. CCI is Africa’s largest BPO with 8,000 employees in South Africa and 3,000 in its newest operations in Nairobi, Kenya. CustomerServ is furthering its commitment to impact sourcing and top-level customer experience by creating job opportunities in economically underserved markets for highly talented customer service agents.
https://bit.ly/3zWOs6b

07/16/2021

We are excited to announce CustomerServ’s $7500 Scholarship for Disadvantaged Students. We are seeking to help a deserving student who displays a passion for business and continued education. Application deadline is Aug 8. Visit our website to learn more: https://bit.ly/3wLd9Az

05/17/2021

Labor shortages in the U.S. are directly impacting hiring and retention of call center employees for work-at-home and site based call center jobs. Could this lead to more nearshoring and offshoring? Negative impacts to service levels and customer experience? Read my latest article uncovering the major topics around this very important issue today.

Encouraging signs of an economic recovery are visible across the U.S.