Latest Research – Offshore BPO Confidence Index 2024
Cognitive Copy and Ryan Strategic Advisory are pleased to publish the Offshore BPO Confidence Index 2024. Get fresh insights into 16 global BPO and CX outsourcing locations with our most comprehensive and interactive Index to date. 🏢 Categorized Confidence: Find out what BPO leaders think about global labor markets, infrastructure, safety, political and economic stability, […]
New Report – Offshore BPO Confidence Index 2022
Ryan Strategic Advisory, in partnership with Cognitive Copy, is pleased to announce the publication of The Offshore BPO Confidence Index 2022. This document encapsulates the soundings of country managers in 17 different offshore and nearshore delivery points. The previous iteration of this report was published in early December last year. Executives participating in this study […]
NEW REPORT – NORTH AMERICA AND THE NEARSHORE
Ryan Strategic Advisory is pleased to announce the publication of North America and the Nearshore: the Search for Post-Pandemic Stability. This new, ground-breaking report covers the current trends in CX delivery within the American nearshore. Written by Director of Syndicated Research, Sean Goforth, this annual publication outlines the state of the industry and important competitive […]
itel Kingston Expansion Symbolizes Jamaica’s BPO Confidence
In the past 20 years, any number of offshore CX delivery locations have burst onto the scene only to quickly fizzle out. That cannot be said for the Caribbean’s leading CX destination Jamaica. Over a decade and a half, the island has delivered both digital and voice interactions for end-users in the English-speaking world. However, […]
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 […]
South Africa’s Unrest May Spell Gains for the Anglo Nearshore
Special Commentary by Sean Goforth, Nearshore Analyst at Ryan Strategic Advisory More countries are coping with violent protests now than at any time since 2008, including the offshore CX powerhouse South Africa. In July, two provinces in South Africa convulsed amid rioting that left hundreds dead, while also disrupting operations for outsourcers during this period. […]
itelbpo’s St. Lucia Deployment Highlights Emerging Caribbean BPO Scene
As 2020 kicks off with a bang, no one doubts the energy with which outsourcing providers and their clients plan to embrace customer experience management. In the context of BPO delivery from the American nearshore, wily industry watchers will be keeping an eye on the up and coming parts of the emerging Caribbean, which continue […]
Political Tumult Hastens a Consolidated American Nearshore
Ryan Strategic Advisory analyst Sean Goforth provides special guest commentary on the impact of political changes in the American nearshore on the region’s front-office outsourcing community. Last week I sat in a filled Mexico City amphitheater as Alberto Fernández, president-elect of Argentina, outlined his vision for Latin American integration. “It is an axis to create […]
Outsource2Jamaica Needs to Chart Long-term BPO Strategy
The American Nearshore BPO success story continues to evolve, with two major events taking place this week. In the case of the Northern Nearshore, the 2018 Sourcing Decisions conference in Toronto will showcase the best and brightest Canada’s outsourcing sector has to offer. Further south in Montego Bay, the island of Jamaica puts its best […]
itelBPO Shakes Up Nearshore Outsourcing with Granada Corporation Acquisition
Things just got a little more interesting in the competitive landscape of nearshore BPO, with the announcement by Jamaica-based itelbpo that it has bought the Arizona work-at-home provider Granada Corporation. This is only the latest move by itelbpo, and it will further solidify its position as one of the leading vendors of nearshore contact center […]