Ryan Strategic Advisory is pleased to release its newest research from nearshore analyst Sean Goforth, titled THE EUROPEAN NEARSHORE: Dynamism in the Face of a Pandemic.
This report delves into the key elements of contact center delivery in Central & Eastern Europe and North Africa, specifically supporting end-users in Western Europe. The report leverages key data points from the annual Ryan Strategic Advisory Front Office Omnibus Survey, which sounded the views of CX decision-makers in Germany, France, Spain, Italy and the UK.
‘From emerging delivery points in Africa to pricier options in Central Europe, there are an array of CX pathways for outsourcers seeking to interact with end-users in the UK, France, Germany, Spain and Italy. Yet, the European nearshore is also becoming more fraught with risk, as work-from-home delivery faces the challenge of robust demands for data protection and high connectivity requirements. This report details how BPOs can succeed in service delivery to Europe’s complex demand markets through some of the most challenging operational times ever seen in customer management.’ – Sean Goforth