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 […]
Interest Growing in CX Delivery from the United Arab Emirates
As 2021 moves toward its halfway point, there is a palpable sense that CX decision-makers are willing to look for new, innovative delivery solutions. With this in mind, both enterprise CX executives and their BPO partners are desperately looking to update business continuity plans. This means revisiting offshore delivery strategies, with the aim of expanding […]
South Africa is 2021’s Most Favored Offshore CX Delivery Location
South Africa is the most favored offshore CX delivery location in 2021, after three consecutive years in 2nd place according to the annual Ryan Strategic Advisory Front Office BPO Omnibus Survey. In 2021, this research initiative sounded the views of 628 enterprise contact center decision-makers across the demand markets of Australia, Canada, France, Germany, Italy, […]
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 […]
Africa’s BPO Star Rises
The world is getting flatter, according to many offshoring observers. To a large degree, this is true. The plethora of overseas destinations vaunting themselves as the next big thing in BPO some 10 – 15 years ago are no more, because so many have become established centers of delivery excellence. Now there is a school […]
Standards Need to be a BPO Offshore Location Differentiator
Customer experience management has changed massively over the past two decades, and this evolution will continue. When considering how best to position a location for front-line delivery, the growing number of offshore and nearshore countries seeking to plant their respective flags in the BPO space need all the advantages possible. While it is obvious that […]
Top 5 Offshore Contact Center Locations Unveiled at CxOutsourcers 2019
Ryan Strategic Advisory is pleased to announce that it will unveil the much-anticipated top 5 most favored offshore contact center delivery points for 2019 at the upcoming exclusive CxOutsourcers event, which will be held on March 25 – 26. CxOutsourcers brings together top-level customer experience services executives and market analysts from around the world in […]
2018 Most Favored Offshore Locations Reveal Conservative Buyer Nature
Executives who pull buying decisions on different front-office BPO matters place great emphasis on what makes them comfortable. This was made abundantly clear in the Ryan Strategic Advisory 2018 Front-Office BPO Omnibus Survey’s results of most-favored offshore delivery destinations (a link to the webinar in which these results were presented and analyzed can be found […]
2018’s Most Favored Offshore Locations to be Unveiled May 24th
Ryan Strategic Advisory, in conjunction with Knowledge Executive and CxOutsourcers, will be unveiling the top five most favored offshore front-office delivery destinations according to enterprise contact center executives. These results will be disseminated in a webinar on May 24th at 10:30am ET, which will be moderated by Mark Angus and that will include a panel […]
Honduras Blazing a Trail in LATAM Outsourcing
Recent news that Honduras is training large numbers of contact center-ready agents is positive for a country that has attracted outsourcing investment by way of inherent advantages and forward-looking policy initiatives. To date, the success has been real, in terms of the boost that the outsourcing sector has provided to Honduras’ economy. It will be […]