---
title: BPO and Call Center Industry Insights l CustomerServ Blog (2)
description: CustomerServ follows the latest BPO and contact center industry trends that impact you in order to find the right outsourcing partners.  (2)
---

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# The CustomerServ Blog

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[Read More](https://www.customerserv.com/blog/will-ai-render-the-human-call-center-agent-obsolete)

##### [Will AI Render the Human Call Center Agent Obsolete?](https://www.customerserv.com/blog/will-ai-render-the-human-call-center-agent-obsolete)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) October 4, 2023

 Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics ..

[Read More](https://www.customerserv.com/blog/cx-outsourcing-insights-report-building-successful-relationships-in-times-of-change)

##### [CX Outsourcing Insights Report: Building Successful Relationships in Times of Change](https://www.customerserv.com/blog/cx-outsourcing-insights-report-building-successful-relationships-in-times-of-change)

 By [**CustomerServ**](https://www.customerserv.com/blog/author/customerserv) June 30, 2023

 Companies and leaders are asked to do more with less, in the face of a looming economic downturn. ..

[Read More](https://www.customerserv.com/blog/outsourcing-to-africa-top-countries-for-bpo)

##### [Outsourcing to Africa: Top Countries for BPO](https://www.customerserv.com/blog/outsourcing-to-africa-top-countries-for-bpo)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) May 23, 2023

 The global business process outsourcing (BPO) market is currently valued at over $260 billion and ..

[Read More](https://www.customerserv.com/blog/call-center-vendor-size-big-vs-small)

##### [Call Center Vendor Size: Does Big = Best?](https://www.customerserv.com/blog/call-center-vendor-size-big-vs-small)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) April 18, 2023

 Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, ..

[Read More](https://www.customerserv.com/blog/impact-sourcing-requires-impact-performance)

##### [Impact Sourcing Requires Impact Performance](https://www.customerserv.com/blog/impact-sourcing-requires-impact-performance)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) February 7, 2023

 What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business ..

[Read More](https://www.customerserv.com/blog/bpo-outsourcing-trends-in-2023)

##### [BPO Outsourcing Trends in 2023: What Should We Expect?](https://www.customerserv.com/blog/bpo-outsourcing-trends-in-2023)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) December 16, 2022

 If 2020 and 2021 were years of change, transformation, and tumult in the business process ..

[Read More](https://www.customerserv.com/blog/how-the-new-normal-impacts-retail-contact-center-customer-service-issues-best-practices-and-trends)

##### [How the New Normal Impacts Retail: Contact Center Customer Service Issues, Best Practices, and Trends](https://www.customerserv.com/blog/how-the-new-normal-impacts-retail-contact-center-customer-service-issues-best-practices-and-trends)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) October 19, 2022

 This article was originally published on Contactcenterpipeline.com in October 2022. Since the dawn ..

[Read More](https://www.customerserv.com/blog/nearshore-vs-offshore-differences)

##### [Nearshore Is Not Offshore. What Are the Differences?](https://www.customerserv.com/blog/nearshore-vs-offshore-differences)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) September 27, 2022

 With the dramatic growth of global outsourcing, the distinction between nearshore and offshore ..

[Read More](https://www.customerserv.com/blog/when-is-it-time-for-a-new-call-center-vendor-where-to-look-and-how-to-vet-the-right-partner)

##### [When Is It Time for a New Call Center Vendor? Where To Look and How to Vet the Right Partner](https://www.customerserv.com/blog/when-is-it-time-for-a-new-call-center-vendor-where-to-look-and-how-to-vet-the-right-partner)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) July 12, 2022

 The right call center or business process outsourcing (BPO) vendor relationships can lead to a ..

[Read More](https://www.customerserv.com/blog/call-center-metrics-kpi)

##### [Call Center Metrics and KPIs to Measure Performance and Productivity](https://www.customerserv.com/blog/call-center-metrics-kpi)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) March 21, 2022

 There is a great deal of debate about what metrics call centers should measure now, especially with ..

[Read More](https://www.customerserv.com/blog/who-is-todays-call-center-agent)

##### [Who Is Today's Call Center Agent?](https://www.customerserv.com/blog/who-is-todays-call-center-agent)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/nick-jiwa) February 1, 2022

 Our industry does a nice job of illustrating the functions agents perform inside a call center or ..

[Read More](https://www.customerserv.com/blog/2021-bpo-trends-and-2022-expectations)

##### [2021 BPO Trends and 2022 Expectations](https://www.customerserv.com/blog/2021-bpo-trends-and-2022-expectations)

 By [**Nick Jiwa**](https://www.customerserv.com/blog/author/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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