Customer Management Services

Insightful Analysis to Drive Your Customer Management Outsourcing Strategy. NelsonHall has developed the Customer Management Services Program as a dedicated service for organizations evaluating, or actively engaged in, the outsourcing or relocation of all or part of their customer management or contact center functions.

Customer Management Services

Search all CMS reports

Lists all reports within the Customer Management Services program.

Featured research

  • Work at Home Agent (WAHA) Service Delivery

    June 2009 | Market Analysis by Jeff Selub

    This analysis of the WAHA market "Work at Home Agent (WAHA) Service Delivery" consists of 64 report/presentation slides.

    The analysis covers:

    • The changing shape of WAHA Services
    • Market size and growth
    • Drivers and inhibitors
    • Benefits of WAHA delivery
    • Delivery models, teechnology and security
    • Recruiting, training, and supervision
    • Vendor market shares
    • Vendor offerings and targeting
    • Challenges and success factors.

Latest research in program

  • BPO Opportunities in the Telecoms & Media Sector - 2010

    January 2010 | Market Analysis by John Willmott

    The "BPO Opportunities in Telecoms & Media Sector - 2010" market analysis consists of 90 pages.

    The market analysis is based on interviews with telecoms and media executives in the U.S., Europe, and Asia Pacific and covers:

    • Key business issues and initiatives for 2010 within telecoms and media companies
    • Shared services issues, initiatives, and telecoms & media companies' SSC outsourcing intentions
    • BPO purchasing intentions in 2010 within telecoms and media companies by service type
    • Impact of the economic slowdown on telecoms and media companies' approaches to BPO, including attitudes towards use of offshore services and pre-standardized BPO services.

  • Customer Management Services Market Forecast: 2009-2013

    November 2009 | Market Analysis by John Willmott

    This market analysis "Customer Management Services Market Forecast 2009-2013" provides market forecasts for the customer management services market globally, by geography and by market segment. It also provides details of vendor market shares in customer management services by geography.

  • Transcom

    June 2009 | Vendor Analysis by Jeff Selub

    Analyzes the customer management services offerings and capabilities of Transcom.

Featured vendor assesment

  • Transcom

    June 2009 | Vendor Analysis by Jeff Selub

    Analyzes the customer management services offerings and capabilities of Transcom.

CMS Tracking Service

Maintain an awareness of the impact of key developments in customer management services through enhanced analysis of high impact events such as contract announcements, new service launches and key vendor financial announcements.

John Willmott

John can assist you with queries related to Customer Management Services and in particular in supporting queries relating to the content shown within this program.

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CMS Contracts Database

Track the pattern of Customer Management Services service adoption in your industry by monitoring CMS contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update February 2, 2010.

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