This series takes a look at the world contact centres from several different viewpoints. Throughout the series we’ll consider the voice of the consumers and what they expect from contact centres, we’ll be talking to brands about what’s important to them when choosing an outsource partner and we’ll be discussing who the leaders and innovators are in this space, but we start with leading analysts talking about macro trends across the industry as well as the US and South African markets specifically.
In this first episode, Peter Ryan talks about the big trends affecting contact centre operators, and his view of where the US market is heading. Peter Ryan has been at the forefront of contact centre 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 centre outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning.