Czech Contact Center Sector Evolving With Local Market Realities
Each national contact center market has its nuances. And while commonalities can be found across different countries, the reality is that any customer experience provider that plans to succeed somewhere will need to recognize the distinctiveness of the field in which they are playing. It the case of the Czech Republic, there has been a […]
WhatsApp Vulnerability Highlights CX Data Security Imperative
The integrity of personal data is paramount in 2019 and beyond. The cyber-hacking taking place throughout the world appears to know no bounds, and those undertaking these activities are more cunning than ever. This is why the recent revelations about the potential vulnerability of the popular messaging platform WhatsApp hit home for so many consumers, […]
Getting Green Has Never Been More Important in Front Office BPO
It’s not easy being green, but it is clear that businesses have to be serious about the environment. Recent revelations around the acute need to improve all aspects of commercial activity cannot be lost on the contact center space, and it is time for outsourcers to step up. Not only is this green imperative due […]
Is Social Media Losing its C-EX Luster?
Some fads stay, while others linger for a time before dissipating into the ether. When it comes to how consumers communicate with firms from which they buy goods and services, to date most channels have proven resilient. However, it is questionable if any have taken on the controversial nature of social media, which is now […]
Outsourcers Need to Reboot Front-Office BPO Positioning
There will always be prospective clients who simply do not wish to buy a particular product or service. In the outsourcing industry, this has never been more pronounced; enterprise contact center decision-makers are encountering stiff resistance with regard to third-party delivery. This raises the matter of how contact center services’ providers can reboot the manner […]
The after-effects of Ontario’s minimum wage increase on the BPO industry
The topic of minimum wage hikes in Ontario has become a political hot potato of sorts, given that province’s upcoming election in June. Ryan Strategic Advisory is pleased to help cut through the partisan rhetoric with this guest analysis from Toronto resident and long-time BPO commentator Tarun George, who discusses the impact of this legislation […]
Honeybee Aims to Augment Contact Center Revenue Generation
Any contact center professional knows the perils of staying stuck in the ways of the past. To simply silo customer care, technical support, and outbound sales is outmoded. In today’s environment, it is essential that contact center agents have the ability to drive revenue wherever possible, leveraging agents that are empowered to do so with […]
Contact Center Outsourcers Must Address Attrition Meaningfully
Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in the front-office BPO community. However, agent attrition continues to be an issue that afflicts outsourcers everywhere. Until third-party services providers are able to grasp what is causing attrition within their operations, and then […]
Diversified Sources Drive Teleperformance 2017 Revenues
The hallmark of any successful BPO is its ability to ensure ongoing viability by way of multiple revenue sources. And, while many third-party contact center players purport to take this strategic approach, the reality is that very few walk the walk. This is not the case with Teleperformance, whose 2017 revenues indicate not only strength […]
Time to Get Creative for Portuguese Contact Center Delivery
BPO’s chattering classes love to talk about the best ways to support the main demand market languages. There is little doubt that English, Spanish, French and German account for a great deal of global consumer activity. Still, the provision of customer service in Portuguese steadily has emerged as a growing necessity for enterprises eager to […]