The CustomerServ Blog

AI in Call Centers: Hype, Reality, and the Operational Imperative

Nick Jiwa — Tue, 17 Feb 2026 15:27:46 GMT

Introduction

You’re probably thinking “oh great, another piece of AI content that I was holding my breath for.”

My Accidental Career in Call Centers – Our Industry Then and Now

Nick Jiwa — Wed, 12 Nov 2025 16:55:51 GMT

Let’s be honest — very few of us plan to work in a call center. At least here in the U.S., it is often viewed as a temporary stop, a paycheck, or a way to learn new skills before moving on. But for me, what started as a short-term summer job became something extraordinary — a lifelong career and passion in what we now call the business process outsourcing (BPO) industry.

Keep Call Centers in America Act—for Real?

Nick Jiwa — Wed, 10 Sep 2025 14:23:33 GMT

There’s a lot of noise right now in the customer experience (CX) community about the Keep Call Centers in America Act – S.2495. Senators Ruben Gallego (D-AZ) and Jim Justice (R-WV) want to penalize companies that offshore call center jobs and force brands to provide a live, U.S.-based customer service representative. Sounds simple enough, right? But dig in, and the details get messy fast.

The Call Center – Still a People Business

Nick Jiwa — Wed, 13 Aug 2025 11:56:10 GMT

The call center industry is at a crossroads today, with tech seemingly overshadowing the people factor. Customer experience (CX) leaders and organizations are confronted with finding the right balance between a people-focused culture vs. tech overreach. While technology continues to drive impressive transformation across the CX landscape, there’s a growing risk: in our rush to innovate, we’re losing sight of the very thing that built this industry—people.

Call Center Agent Accents—Do They Really Matter?

Nick Jiwa — Tue, 22 Apr 2025 15:52:08 GMT

In the world of outsourced English-language call centers, the agent's accent often becomes a focal point of discussion. Yet, there's no industry-wide consensus on what constitutes an "acceptable" accent—whether the agent is onshore, nearshore, or offshore. This lack of uniformity reflects the varying needs of brands, each with unique thresholds for what they consider an acceptable accent in their customer experience (CX) strategy.

Call Center Outsourcing in Africa – The Reality and Challenges

Nick Jiwa — Tue, 28 Jan 2025 16:59:06 GMT

Africa is the talk of the call center community, and the region is well positioned as the next high growth market for business process outsourcing (BPO).

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

Nick Jiwa — Thu, 17 Oct 2024 14:26:07 GMT

The insurance industry, traditionally a brick-and-mortar pillar of financial stability and protection for millions, is changing dramatically. Rising consumer expectations, digital-first experiences, and technology developments are all forcing insurers to reshape and modernize their customer service strategies.

Insourcing vs. Outsourcing Call Centers: Debunking Common Misperceptions

Nick Jiwa — Fri, 10 May 2024 14:53:15 GMT

The call center is one of the initial points of contact between a brand and its customers. As such, it plays a pivotal role in shaping the customer experience (CX) strategy. Internal call centers, operated by a brand’s employees, offer a sense of control over the CX ecosystem. However, in-house operations are resource intensive and require a substantial investment.

Unlock Valuable Insights: Global Study on Call Center Agent Sentiment

info@customerserv.com (CustomerServ) — Wed, 14 Feb 2024 15:43:43 GMT

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

Navigating the Path Ahead: Customer Service and BPO Trends to Watch in 2024

Nick Jiwa — Tue, 05 Dec 2023 14:51:06 GMT

If the past few years have shown us anything, it’s that change is the only constant in the business process outsourcing (BPO) world. As we bid farewell to 2023 — a year marked by economic fluctuations, workforce scarcity, and increased automation — we can’t help but look forward to what 2024 holds.