Video kiosk CX Requirement an Opportunity for BPOs
If there is one constant in CX, it is that evolving client needs should not be underestimated. Not only is one of the factors that makes this industry one of the most interesting to cover, it also bring with it opportunities for outsourcers that are willing to follow the maxim of ‘who dares, wins’. In […]
BPOs Need to be Flexible in Hybrid CX Delivery
Hopefully, we are nearing the long-awaited return to normal. Or, is it the ‘new normal’? Certainly, airports are filling up with travelers (just look at Cardiff), leisure activities are coming back on stream, and there is a general sense that society has moved on from the pandemic. In the domain of CX delivery, however, customer […]
Onshore Capacity in Sourcing Markets Crucial for BPOs
Some trends come and go. In the domain of CX, experienced customer management executives are adept at discerning the difference between a flash-in-the-pan versus the need for important structural changes in approach. One emerging trend relates to how new entrants to key demand markets should choose their delivery points. It is becoming more apparent that […]
Teleperformance Innovates CX Training using Gamification
The training of contact center agents has taken on a life of its own over the past decade. Front-line agents are, after all, at the heart of any CX value proposition, and increasingly they are being asked to manage more complex consumer demands. The ability for a provider to seamlessly navigate and resolve these interactions […]
Italy Recovery Budget Promises Digital Transformation for CX Divisions
Special commentary by Sean Goforth, Research Analyst at Ryan Strategic Advisory European member states are finalizing their spending plans for a share of the EU Recovery Program. The €750bn stimulus package aims to re-start a European bloc whose collective economy plunged during the COVID-19 pandemic, but, unlike China or the United States, has yet to […]
Cloud CX a Major Threat to the Multilingual Hub
Without a doubt, CX delivery has undergone significant changes in 2020. The omnipresent pandemic has altered every facet of commercial and personal dealings, and the customer management space is unlikely to ever be the same. Among the most vulnerable established business models is the multilingual hub, upon which many BPO providers have doubled down as […]
Political Disruptions Underline Offshoring Risks
Since March, business continuity in contact centers has become a pressing issue. This makes a great deal of sense given the pervasive impact of COVID19, and so it is right from the perspective of risk mitigation to address this virus’ impact on customer experience. But CX executives should not lose sight of other elements that […]
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 […]
Digital Voice Assistants Need to be on the BPO Radar
Just when seasoned customer experience professionals thought that they had seen it all, a new contact channel emerges. The reality is that so many operators were convinced that the ongoing use of voice and non-voice mediums had hit a saturation point. However, the adoption of digital voice assistants has changed the current channel dynamic, with […]
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 […]