In NelsonHall’s 2017 report, ‘Multi-Channel CMS – Delivering Digital Customer Experience’, I forecast that the chat channel, in all its forms, would become 18% of the global CX services outsourcing market by 2020, growing by 30% CAGR. What fuels this sizable growth are the many benefits to brands offering sales and support over text channels, the advancement o[...]

  Post-sales support functions are typically cost centers: large, labor-intensive operations with significant overheads and no financially attributable benefit to the bottom line. This environment is changing, with  organizations gradually understanding the revenue generation opportunities in support services such as technical support and afterlife maintenance. I recently had a co[...]

  NelsonHall recently visited CSS Corp’s contact center in Chennai, India to learn more about its operations and its current focus on developing its premium technical support services. The center opened in July 2010, supports 28 clients (primarily in the high tech and telecoms sectors), and has ~2,200 employees providing customer care, technical support, premium technical support[...]

The explosion of connected devices and IoT products promises a greater volume of technical support interactions and increased customer demand for proactive and always-on assistance through the lifecycle of a product. In turn, these requirements force customer experience (CX) providers to be involved with the product manufacturers at new levels, participating in development and testing, sales g[...]

Increasing emphasis on improved customer experience is driving customer management services (CMS) outsourcing deals to evolve, with vendors providing domain expertize, analytical insights, transformational capabilities, and access to new channels/technology across the entire contract duration. On the client side, this translates into working with fewer vendors sourcing multiple functions and geogr[...]

NelsonHall’s latest Customer Management Services market analysis report, ‘Targeting CMS in High Tech’, identifies the need for increased customer service quality as the number one market driver. This is followed closely by cost reduction in second place, with increased revenue generation (through subscription sales, renewals, and paid-for technical support) third. The report a[...]

The future of contact centers is in automation, self-learning AI, support for IoT, and engaging customers and agents at a new level. These were the major themes at the fourth annual Customer Engagement Summit in London on November 26th. Close to 700 delegates and 60 speakers met to compare notes and listen to success stories in robotics implementations, results driven by analytics, and connecting [...]

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[...]

NelsonHall recently attended a briefing with BT in which it launched MeetMe with Dobly Voice, into its audio conferencing service. BT MeetMe with Dolby Voice aims to improve the ease of conferencing calls by: Improving the audio quality – audio will use a high quality Dolby codec ‘of reasonably similar size’ to competing conferencing systems Voice Separation &[...]