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published reports related to within the CX Services Transformation program

  • Targeting WAHA CMS

    Dec 23, 2014 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of WAHA CMS consists of 74 pages. [...]
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  • Sutherland - WAHA Services

    Dec 19, 2014 | Vendor Analysis by NelsonHall Analyst

    Sutherland first began offering WAHA in 2006, although it was not separately branded or pushed internally, nor did it have a dedicated program head. In December 2013, Frank Kelly was brought in from a competitor in order to head up Sutherland's WAHA business. Since then, Sutherland's WAHA service has been rebranded CloudSource, and has broken out a [...]
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  • 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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