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  • WAH CX Delivery Extending Beyond North America: Lessons from Transcom

    Feb 28, 2020, by Ivan Kotzev

      As businesses brace for the effects of the Covid-19 virus, one direct impact is already happening: the mandatory shift to work-at-home (WAH) in China created the world’s biggest remote working experiment. In CX services, this health hazard is putting the WAH model top of mind for both providers and clients. While virtual work has been gaining traction in the last few years, thi[...]

  • The CX Workforce Challenge & How Vendors Are Responding

    Aug 31, 2018, by Ivan Kotzev

      In February, industry veteran and CEO of SYKES, Chuck Sykes, commented during the earnings call on CX services market trends: ‘… in the U.S., at least in my time, there is no time in the company's history that I can recall seeing this level of labor challenge. And it actually is something that you're going to see in a lot of developed countries around the world.&[...]

  • Smart City IoT Outsourcing Market to Top $2bn by 2020

    Jun 30, 2016, by Mike Smart

      Smart Cities is one of the fastest growing segments within the burgeoning internet of things (IoT) outsourcing market. Currently worth just ~$140m, NelsonHall forecasts the global market for Smart Cities IoT outsourcing to grow by 75% CAGR over the next five years, taking it to ~$2.15bn by 2020. IoT is being applied in commercial buildings and homes, and in urban infrastructures s[...]

  • The Renaissance of Self-Service: Are CMS Vendors Ready?

    Mar 24, 2016, by Ivan Kotzev

    Self-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]

  • CSS Corporation Looks to Simplify the Customer Experience

    Oct 05, 2015, by Vicki Jenkins

    At CSS Corp’s analyst day and OneWorld client conference in Santa Rosa, California, the theme was “Let’s Simplify”. CEO Tiger Ramesh opened the analyst day with a story about his own digital experience travelling to the conference, including buying his airline ticket online, and piloting a hotel phone app he used to select his room and take restaurant recommendations. He us[...]

  • Process Improvement the Gateway to Transformational Customer Management Services

    Oct 27, 2014, by NelsonHall Analyst

    NelsonHall’s latest CMS market analysis focuses on the increasing importance of transformational CMS, whereby a vendor not only takes over the running of a client’s call center processes, but seeks to optimize these processes to achieve the desired business goals of the organization. In the current market, the need to reduce cost while maintaining or enhancing customer satisfaction [...]

  • CSS Corp Event Note: New Team to Drive Growth

    Sep 29, 2014, by NelsonHall Analyst

    NelsonHall recently attended CSS Corp’s analyst day and OneWorld conference. The overriding theme of the day was a reinforcement of the company’s direction; CEO Tiger Ramesh emphasized his ambition for CSS Corp to become the leading global tech support service provider, as emphasized in the company’s new by-line “Wired to Support”. A new leadership team has been [...]

  • CMS BPO: Vendor Consolidation Kicks Off 2014

    Dec 20, 2013, by NelsonHall Analyst

    Customer management services (CMS) is no longer the red-headed step-child of the BPO world.  In spite of the exit from this area of IBM, most CMS pureplays are currently achieving improving margins and revenue growth. With multi-channel delivery proving crucial in winning new contracts, and the increasing importance of big data and analytics in the value proposition, 2014 is set to be an extr[...]

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