What You'll Learn
While offshoring contact centers in the Philippines began as a labor arbitrage play many years ago, fast forward to 2019 – what’s changed? It’s officially time to get more sophisticated in your offshoring strategy.
Learn how to transform offshore CX through a combination of digital innovation and better employee engagement.
While reviewing some industry case studies, you’ll learn how to
- Improve agent retention rate
- Drive cost savings
- Raise the bar on customer experience quality
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.
Upcoming Webinars