July Holiday Weekend Air Travel Chaos Spells BPO Opportunity
The ongoing inability of air travel providers to manage spikes in demand scuttled recent plans to enjoy Canada Day or Independence Day for many in North America. The reality is that pointing fingers at airlines, airport administrators and governments for failing to properly manage a long-anticipated event achieves little. Rather, finding practical solutions that can […]
BPOs Must Prepare for Economic Uncertainty
The uncertainty that has pervaded business since early 2020 shows little sign of abating. Within this vortex, the next chapter of economic uncertainty will be based around the prospect of recession as opposed to health crises or geopolitics. Rising prices, climbing interest rates alongside falling corporate profits and tumbling stock markets are all wreaking havoc […]
New Report Available – Profiles in Emerging Outsourcer Success
Ryan Strategic Advisory is pleased to announce its latest report, Profiles in Emerging Outsourcer Success, which analyzes the achievements of a series of up and coming BPO providers. Based on research and interviews conducted in Q1 2022, Profiles in Emerging Outsourcer Success highlights the principal elements of achievement for five third-party operators. Key themes that […]
Russian Invasion of Ukraine Promises CX BPO Disruptions
By Sean Goforth and Peter Ryan For two weeks now, the world has witnessed the horrors of the Russian invasion of Ukraine unfold on their screens. No matter how long it lasts, the human tragedy of this invasion must remain the first thing that comes to mind. A second-order concern is the impact that this […]
2021 Offshore BPO Confidence Index Now Available
Cognitive Copy and Ryan Strategic Advisory are pleased to announce the publication of the 2021 Offshore BPO Confidence Index. This report assesses the extent to which outsourcing operators in 12 offshore and nearshore locations view the national operating environment from which they deliver services to end-users in key sourcing markets. The countries studied in this […]
Jamaica Sustains CX BPO Momentum
As outsourcers consider how best to deliver customer management services across multiple hubs, the question ‘where next?’ looms large. For English-language requirements, it is ever more apparent that Jamaica offers notable advantages for BPOs. Several recent outsourced customer management investments on the island nation are the most recent validation of Jamaica’s promise. Both third parties […]
BPO Partnering Remains a Viable Business Model
Delivering the best results to clients lies at the core of the outsourcing business model. And, while it is clear that the BPO community aims to realize this goal, ramping up the different skill sets, technologies, or subject-matter expertise may not be feasible for many players in the short term. This is where partnering has […]
CX Reshoring Filled With Uncertainty
As the summer winds down and customer management professionals around the world contemplate a return to work, there is an understandable desire to try new things. After all, the world of CX is built upon innovation and challenging existing delivery norms. Indeed, given the industrywide focus on driving better quality interactions, it is no surprise […]
NEARSHORE 2021: A New Service Delivery Paradigm
The 2021 Front Office Omnibus Survey by Ryan Strategic Advisory uncovered a number of interesting trends among the CX service buying community. However, the shifts in delivery preferences around the American nearshore was one of the most pronounced that emerged from this year’s sounding of 628 enterprise contact center executives. NEARSHORE 2021: A New Service […]
itel Expansion a Nearshore Success Story
Outsourcers should think big in the second half of 2021. itel certainly is, by embarking on a significant expansion plan that positions it optimally for clients. But, what is key in the itel story is its embrace of the American nearshore as its base of CX delivery. This strategy has served this growing firm well […]