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299DownloadsLatest Research – The American Nearshore: 2024
Ryan Strategic Advisory is pleased to release its latest thought-leadership report, The American Nearshore: 2024. This document was written by Sean Goforth, Research Partner...
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1.2KPodcast
CX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based...
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1.2KDownloadsLatest Research – Europe and the Nearshore: 2024
Ryan Strategic Advisory has released Europe and the Nearshore: 2024, its annual report that outlines the most important BPO trends related to Central &...
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1.7KTalking Sourcing EventsEuropean Contact Centre & Customer Service Awards (ECCCSAs) 2024
The greatest awards programme in the European customer contact industry. For more information visit www.ecccsa.com The award-winning European Contact Centre & Customer...
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1.5KOpinionWhat Is the future for work in a world of uncontrolled war and exponential AI?
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...
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1.9KOpinionThe BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth
The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion...
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1.8KOpinionAre Investors Right to Be Nervous about CXM Providers? Well, It Depends!
Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and...
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2.1KOpinion
India is the Most Favored Offshore CX Delivery Location in 2024
The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains...
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2.8KOpinion
Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance
Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists...
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3.0KOpinionCustomer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access...
