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Tag Archives: peter ryan
Interacting with consumers via social media
Last week a group of international industry analysts visited São Paulo in Brazil and Bogotá in Colombia to explore how the customer experience company Teleperformance is operating in South America. In this video Peter Ryan, the practice lead for services … Continue reading
Posted in Analysis, Interviews, Social Media, Video
Tagged analyst, bogota, brasil, brazil, call center, colombia, contact center social media, customer, experience, ovum, peter ryan, service, teleperformance
1 Comment
Ovum view on making Brazil work for nearshoring
Peter Ryan is the lead analyst for contact center and business process outsourcing at industry analyst firm Ovum. IT Decisions got in touch with Peter to ask for his views on the Brasil Maior program and how payroll tax cuts … Continue reading
Posted in Audio, Interviews
Tagged analysis, analyst, apexbrasil, BPO, brasil, brasscom, brazil, canada, contact center, datamonitor, industry, it decisions, itd, itdecs, ito, latam, montreal, nearshoring, offshoring, outsourcing, ovum, peter ryan, sourcing
1 Comment
South Africa joins Brazil in the BRICs
IT Decisions just returned from a research visit to Cape Town in South Africa, organised by local trade association BPeSA. This trip took place at exactly the same time as South African president, Jacob Zuma, was invited to China to … Continue reading
Posted in Analysis, Comment, Economics, Interviews
Tagged apexbrasil, bpesa, BPO, brasil, brazil, brics, business trust, cape town, carl byoir, china, curtis robinson, datamonitor, gartner, hfs research, hill & knowlton, ian marriott, idc, india, itdecs, ito, jamie snowdon, offshoring, onshore offshore, outsourcing, ovum, paul davies, peter ryan, rio, russia, south africa, south-south innovation summit
12 Comments
Ovum: Brazil’s contact centers must diversify
Consulting firm Frost & Sullivan (F&S) recently predicted strong growth in the Brazilian contact center market over the next few years. IT Decisions comments on the findings.
Posted in Analysis, Audio, Comment, Economics, Interviews
Tagged agent, BPO, business process outsourcing, contact center, contact centre, datamonitor, egypt, english, frost, frost & sullivan, india, juan gonzalez, language, offshoring, outsourcing, ovum, peter ryan, philippines, portuguese, south africa, sullivan
11 Comments
IT Decisions [historic site] 
Transparency, you just can’t fake it
Though my day-to-day focus is managing IT Decisions, I still write for publications back in my home country, the United Kingdom. I used to write a regular column on social media for Computer Weekly there and though my comments are less … Continue reading →