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.
Through his career Peter Ryan has been a much sought-after speaker, headlining multiple events including The Turkey Call Center Conference and Expo (Istanbul), Nearshore Nexus (New York), The Business Process Enablement South Africa Summit (Cape Town), The Central American Nearshore Summit (Managua), Congreso Andino de Contact Centers y BPO (Bogota) and The Congreso Regional de Call Centers & CRM (Buenos Aires). He has also been frequently quoted in the media on a variety of matters pertaining to BPO and contact centers.
Peter has degrees in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. He lives in Montreal Quebec.
Vast experience in Account Management, Sales and Pan-European multi-site Operations. Focus has predominantly in the b2b environment across BPO, Contact Centres and ITO with a successful track record of profit enhancements through strategic initiatives focusing on top line growth and cost efficiencies. Clear demonstrable budgeting and financial / P&L understanding / control, with transferable skills and awareness given experience in managing European contracts across multi-site operations.
Having managed and sold BPO services across verticals (Digital TV & Media, Energy, Financial Services, Healthcare, Public Sector, Telecoms), Declan has significant experience working as an outsourced partner with some of the largest businesses across the UK and Europe. With over 15 years' experience in outsourcing and financial services, Declan has managed multi-site (1,200 +FTE across 6 sites), multi-contract relationships while being responsible for multi-million pound P&Ls.
Declan is a proven commercial manager having delivered sizeable contracts across verticals over the last 15 years as well as an established senior leader, with experience in regulatory environments, especially Financial Conduct Authority (FCA), where he was the Approved Person.
Evan Jones is Chief Information Officer & BPO Portfolio Executive of Harambee Youth Employment Accelerator. Evan joined Harambee from Webhelp, a French/UK-based global BPO operator, where he served as COO to rapidly scale Webhelp's South African operations to nearly 2000 staff in sites across Cape Town, Durban and Johannesburg. Previously, Evan worked with Discovery Health to transition and operate their North American operation, Destiny Health. At TalkTalk (Carphone Warehouse), Evan was responsible for the company's offshore (UK & South Africa) contact centre outsourced relationships, managing 5 outsourced partnerships covering 3500 staff undertaking various BPO functions. Evan has also served as the Director of Operations for Merchants South Africa, managing the country's largest outsourced operations across various verticals and geographies. Evan has personally been responsible for many of South Africa's early adopters of offshore BPO solutions and has been known to design, transition and operate most of the country's premier BPO operations.