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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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in Customer Experience Services

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Published reports:

published reports related to within the Customer Experience Services program

  • Teleperformance - WAHA Services 2014

    Dec 19, 2014 | Vendor Analysis by NelsonHall Analyst

    Teleperformance started its WAHA practice in 2006; at this stage it shifted fifty top performing agents from its brick and mortar operations in Columbus and Salt Lake City to a work from home environment. Following this, Teleperformance began a dedicated WAHA hiring practice in order to target specific WAHA dedicated agents, and by mid 2009 its WAH [...]
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  • Sykes - WAHA Services

    Dec 18, 2014 | Vendor Analysis by NelsonHall Analyst

    Sykes initially entered the WAHA market in mid 2011 in an effort to provide flexible staffing to clients with volatile demand peaks. [...]
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  • Sitel - WAHA Services 2014

    Dec 16, 2014 | Vendor Analysis by NelsonHall Analyst

    Sitel began using work at home agents from 2008 for a single client, through a hub and spoke model from its Las Vegas and Halberg contact centers. Since 2008, the initial pilot has grown both in size and scope, and now encompasses more diverse lines of business. [...]
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  • LiveOps - WAHA Services

    Dec 15, 2014 | Vendor Analysis by NelsonHall Analyst

    LiveOps is positioned as a direct response CMS BPO vendor to handle on demand spikes in call volumes from clients in the insurance, financial services and retail verticals. All agents are self-employed "entrepreneurs", and are not obliged to fulfill any weekly hourly obligations. [...]
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  • Swiss Post Solutions

    Dec 12, 2014 | Vendor Analysis by Rachael Stormonth

    Swiss Post Solutions (SPS) is a wholly owned subsidiary of Swiss Post, the national postal authority of Switzerland and the third largest employer in Switzerland. SPS is one of four SBUs in Swiss Post's Post CH Ltd division. [...]
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Discover the benefits of the CMS program

NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:

  • Analyze how contact center outsourcing can be applied to your organization
  • Assess the scope of customer services that can be outsourced and why
  • Quantify the benefits and risks associated with outsourcing processes within your customer service function
  • Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
  • Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
  • Keep abreast of changing delivery approaches within customer mangement services.


It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:

  • Increase bid success through improved positioning of proposals against client requirements
  • Maintain the competitiveness of current service offerings
  • Identify emerging requirements and service opportunities
  • Track key developments within the CMS marketplace, including contract awards and new service announcements
  • Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.
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