Market Analyses
Understand the market and its implications for your sourcing strategy with our in-depth market analyses of customer management services, assessing the outsourcing of contact center and customer service both individually and in bundled form
These are detailed reports on specific customer management services activities such as application of multi-shoring and use of CMS in the financial services sector. Each market analysis includes coverage of:
- Reasons why organizations adopted CMS outsourcing
- Inhibitors to CMS outsourcing adoption
- Benefits achieved from CMS outsourcing
- Market size and growth
- Vendor market shares
- Vendor positioning
- Critical success factors.
Search all CMS market analyses
Latest CMS market analyses
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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.
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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.
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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.
NelsonHall would be pleased to learn about your interests and requirements. If there are further topics that you would like NelsonHall's CMS program to cover, please contact NelsonHall.
