Webinar: Which Shore is Best? How to Choose the Best CX Option for Your Business

As customer experience expectations grow, and as outsourcing options matures, so should your location strategy. Automation and customer experience mandates as well as currency fluctuations, attrition, quality concerns, and inflation are driving organizations to revisit traditional contact center locations. In this webinar, we will unpack some of the latest industry research on key global hotspots as well as insights on balancing Bots and Brains with your locations strategy. This webinar is ideal for executives seeking to:

  • Ensure their location strategy is current given the disruptive impact of automation and bots
  • Reduce cost of service while improving the quality of the customer experience (CX) and the positive business impact CX makes
  • Simplify blended location approaches to outsourcing, seeking to reduce the number of locations and ensure ongoing success through better governance and accountability
  • Learn if offshoring or nearshoring is the right strategy
  • Build a plan for growing domestic English and Spanish support
  • Mitigate risk by understanding proven success factors



Wednesday 10/04/2017

11:00 AM EDT

Speakers:

Peter Ryan

Peter Ryan

Principal, Ryan Strategic Advisory

Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector.

Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning.

Peter Ryan’s expertise in outsourcing has been recognized multiple times. He was awarded callcentrehelper.com’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.