Chief Sales Officer
Jonathan leads our sales team, working hard with the rapidly growing number of companies around the world who see the value in digitally supporting their sales people. Previously SVP Europe for Kony Inc., VP Health Sciences at Oracle and has held a number of roles with SAP, including leadership of their sales operations in China and Japan.
Contact centres are becoming critical for companies that want to expand their service offerings, create an exceptional customer experience and build brand loyalty. But how can contact center agents handle customer issues that are complex in nature?
In episode #103 of our honeybee podcast series, we spoke with Mauricio Velásquez about innovations in contact centers. Based in Bogotá, Columbia, Mauricio has been working in the contact center industry for 25 years, and he has been consulting in the industry for nearly a decade.
In episode #102 of our honeybee podcast, we talk with Rod Jones of Rod Jones Contact Centre Consulting. Based in South Africa, Rod has been serving the contact centre industry for more than 40 years. Not only has he been involved since the beginning when call centres were developed, he’s contributed to the evolution of call centres into contact centres, and he continues to guide the industry into the future.
To compel a North American company to turn away from its in-house services and partner with a third-party, a contact center outsourcer (CCO) has to demonstrate its ability to produce a positive ROI.
Two basic metrics to measure for ROI at contact centers are revenue in the immediate, and customer loyalty in the long run. And two of the biggest obstacles to realizing a positive ROI are inadequate data and a sub-optimum workforce.
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.
As we learned in our previous post, there is a trend in the North American market to resist outsourcing with third-party contact centers .
“Despite a trend of shrinking in-house contact center budgets, the North American market is one in which many enterprises are more willing to assert their own buying power rather than partner with a third party,” said Peter Ryan of Ryan Strategic Advisory.
Contact center outsourcers (CCO) hoping to break into the North America market face considerable commercial pressures. While the United States holds the largest share in the contact center industry, with a steady 1.5 percent growth in 2016, CCOs account for less than 20% of the industry in the U.S., and not much more in Canada. More importantly, as Peter Ryan of Ryan Strategic Advisory observes, there is a trend in North America to resist outsourcing with third-party contact centres.