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.
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.
Peter Ryan explains why investment promotion agencies should be more creative than ever before, and take a much broader approach to attracting BPOs.
Peter Ryan outlines the challenges faced by captive contact centers in seasonal demand management, and the opportunity for outsourcers to assist them.
Peter Ryan outlines the key takeaways from Sourcing Decisions 2017, highlighting that Canada's potential for it to regain its BPO prominence is significant.
Peter Ryan comments on how management skills training across the entire BPO organization is essential for ensuring long-term business viability.
The deal illustrates the ongoing interest in Canada both as a point of delivery and as a demand market for CRM services.
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.
Recent trends have made Canada a nearshore contender again. But it's still early. There are no guarantees it will re-emerge as a low-cost haven.