Browse CMS reports by date

  • 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.

  • 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.
  • ACS - WAHA Services

    May 2009 | Vendor Analysis by Jeff Selub

    Analyzes ACS' offerings and capabilities in WAHA services.

  • Convergys - WAHA Services

    May 2009 | Vendor Analysis by Jeff Selub

    Analyzes Convergys' WAHA offerings and capabilities.

  • Sutherland Global Services - WAHA Services

    May 2009 | Vendor Analysis by Jeff Selub

    Analyzes Sutherland Global Services' WAHA offerings and capabilities.

  • TeleTech - WAHA Services

    May 2009 | Vendor Analysis by Jeff Selub

    Analyzes TeleTech's WAHA services offerings and capabilities.

  • 24/7 Customer - High-Tech CMS

    January 2009 | Vendor Analysis by Suvradeep Bhattacharjee

    Analyzes the customer management services capabilities of 24/7 Customer in the high-tech sector.

  • Aditya Birla Minacs - High-Tech CMS

    January 2009 | Vendor Analysis by Suvradeep Bhattacharjee

    Analyzes the customer management services capabilities of Aditya Birla Minacs in the high-tech sector.


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