5 Key CX Pandemic Observations 1 Year Later
Popular media is awash with recaps of the past 12 months and the impact that the pandemic has had on all aspects of society. While such coverage can be grim it is inevitable, and it also opens the way for discussion of the primary impacts of the past year on the customer management sector. One […]
Legacy Nintendo Support Provides Lesson in CX
Sometimes the world gets so wrapped up in what appears on the horizon that it becomes easy to lose sight of the fundamentals. This is certainly the case with customer experience management, a sector that is constantly fraught with changes and shifts. Yet, getting distracted from the core values of what it means to provide […]
CX Management is Changing but the Contact Center is Not Going Away
On the face of it, prognosticating the end of the traditional contact center as we know it is easy enough, in light of the ongoing COVID19 pandemic that has gripped the planet. With more enterprises and outsourced contact centers pushing work to home environments, it is clear that once this perilous period is over the […]
Winnipeg Drives Canadian Customer Experience Value
As Canadian contact center outsourcing delivery evolves into a new decade, there is chatter around where best to house domestic customer experience operations. While a number of traditional regions within Canada continue to make strong cases for further captive and outsourced investment, the desire on the part of decision-makers to source scalable, cost-effective spots brings […]
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 […]
Ryan Strategic Advisory Publishes White Paper With Nearsol
Ryan Strategic Advisory is pleased to announce that it has published a white paper on contact center implementation services with leading provider Nearsol. In the current customer experience market, both enterprises and BPO players are hard pressed to establish new, quality contact center operations in a timely manner. This white paper explains the growing demand […]
eCall Growth Highlights Eastward Push of European Nearshore
There’s plenty of interest in finding the right arbitrage model when it comes to customer experience management. This is the case across major demand markets, where onshore delivery has become virtually untenable. In the context of European outsourcing, the scope in nearshore possibilities has never been more pronounced. But Europe’s nearshore is evolving. What were […]
Can Contact Centers Save America’s Malls?
The global retail shakeout continues, and shopping malls in the US are not immune to this trend. Ryan Strategic Advisory research analyst Sean Goforth assesses the impact of contact center occupancy in these once powerful shopping behemoths. The mall rats of the ‘90s may not have grown up, but they have moved on. In their […]
Harambee Disrupts South African BPO Using Impact Sourcing
Momentum around South Africa’s outsourcing sector continues in 2019, with that country’s BPO stakeholders charging forward into offshore markets new and old. This comes on the heels of a number of major initiatives and promotions engineered by South African outsourcing leaders. One of the most interesting angles is how impact sourcing initiatives are facilitating investment. […]
Retail is Changing and Front-Office BPO Needs to be Ready
Change is a constant in life, and resistance is futile. This is certainly the case in the domain of commercial enterprise. With the advent of so many technological developments the past two decades, every sector has been forced to evolve to adapting consumer patterns. This has been pronounced in retail, where long-established players are facing […]