The Metaverse is an Opportunity for BPOs
Disruptive CX technologies are common enough. New solutions are launched each year, and in this environment it is easy for executives to seek out the next big, shiny solution that’s hailed as vital to contact center success. This has been seen across the CX spectrum multiple times, ranging from innovations in analytics to the latest […]
The Digital CX Era Has Arrived – Deal With It!
There is no doubt that consumers are choosing to interact with enterprises through digital channels. Society is shifting toward support methods that do not involve picking up the telephone. This trend has been unfolding for several years, but now it is clear via quantifiable evidence. This is not to say that voice as a channel […]
Shift Away from Email is a C-EX Reality
In customer experience management, some channels have more durability than others. This is the case with email, which is currently undergoing a re-calibration as a contact channel in the eyes of both consumers and enterprises. Once seen to be the channel of the future, email has now become one of multiple digital tools, and in […]
Consult TBT Analysis: GDPR – Just over 250 days left!
Ryan Strategic Advisory is pleased to provide an essential piece of reading for all parties interested in the impact of the General Data Protection Regulation (GDPR). Written from a UK perspective, it outlines what all businesses (including contact centers) need to keep in mind before the GDPR goes live in May, 2018. A big thanks […]
Voxpro Acquisition Heightens TELUS International’s Competitive Positioning
Global contact center outsourcing consolidation got a shot in the arm last week with the announcement that TELUS International would be acquiring Cork-headquartered Voxpro. Not only does this purchase make commercial sense in terms of TELUS International’s efforts to increase its market share, it does so by buying one of the more disruptive players in the […]
Cuba is a Long Way from Delivering Offshore Contact Center Services
Since Barack Obama and Raul Castro began thawing US – Cuban relations, a great deal of speculation has arisen over the island nation’s commercial potential. And, while there are certainly opportunities that appear evident as Cuba’s economy liberalizes, it is unlikely that offshore contact center delivery is immediately among them. From the perspectives of a […]