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Forget Perception Issues, Nearshore Must Focus on Central America’s Value

Recent headlines in Guatemala and El Salvador are unsettling, but not all is lost for Central America’s ongoing prospects for contact center nearshore delivery. The post Forget Perception Issues,...

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Argentina Unlikely to Re-establish Offshore CRM Credentials Soon

Ovum's Peter Ryan examines Argentina's failing fortunes and the possibilities for the country to re-establish itself as a leading light in nearshore CRM. The post Argentina Unlikely to Re-establish...

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Teletech’s Acquisition of Atelka Shines Spotlight on Canadian Outsourcing Sector

The deal illustrates the ongoing interest in Canada both as a point of delivery and as a demand market for CRM services. The post Teletech’s Acquisition of Atelka Shines Spotlight on Canadian...

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Why Management Skills Training is Critical to BPO Success

Peter Ryan comments on how management skills training across the entire BPO organization is essential for ensuring long-term business viability. The post Why Management Skills Training is Critical to...

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Canada’s BPO Sector Confident Following Sourcing Decisions 2017

Peter Ryan outlines the key takeaways from Sourcing Decisions 2017, highlighting that Canada's potential for it to regain its BPO prominence is significant. The post Canada’s BPO Sector Confident...

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Creating Offshore Opportunities for Emerging BPOs is a Good Commercial Model

Peter Ryan looks into new full-service business models that can help drive efficiency for new BPO players, both onshore and offshore. The post Creating Offshore Opportunities for Emerging BPOs is a...

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Seasonal Demand Management is a Competitive Advantage for Outsourcers

Peter Ryan outlines the challenges faced by captive contact centers in seasonal demand management, and the opportunity for outsourcers to assist them. The post Seasonal Demand Management is a...

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Investment Promotion Agencies Need to Think Differently when Luring BPOs

Peter Ryan explains why investment promotion agencies should be more creative than ever before, and take a much broader approach to attracting BPOs. The post Investment Promotion Agencies Need to Think...

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Why Innovation in French-Language Delivery is Essential in Canadian Outsourcing

As Quebec's economy grows and the language spreads across the region, the French-speaking consumer segment should be top of mind for providers in Canada. The post Why Innovation in French-Language...

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Meaningful Ways for Contact Center Outsourcers to Combat Attrition

Peter Ryan delves into some of the root causes of attrition in contact centers, as well as outlining effective strategies for addressing this common industry hurdle. The post Meaningful Ways for...

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