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Sutherland and Global Network Communications Organization - Transformational CMS
Oct 01, 2014 | Vendor Analysis by NelsonHall Analyst
NelsonHall's "Sutherland and Global Network Communications Organization - Transformational CMS" case study is an example of how transformational CMS was used to reduce costs and customer churn, while improving NPS. [...] - view this reportdownload abstract
Sutherland and U.S. Telco client - Transformational CMS
Oct 01, 2014 | Vendor Analysis by NelsonHall Analyst
NelsonHall's "Sutherland and U.S. Telco client - Transformational CMS" case study is an example of how transformational CMS was used to reduce costs and increase automation. [...] - view this reportdownload abstract
CSS Corp. and International Telco - Transformational CMS
Oct 22, 2014 | Vendor Analysis by NelsonHall Analyst
NelsonHall's "CSS Corp. and International Telco - Transformational CMS" case study is an example of how transformational CMS was used to reduce cost. [...] - view this reportdownload abstract
CSS Corp. and U.S. High-Tech client - Transformational CMS
Oct 22, 2014 | Vendor Analysis by NelsonHall Analyst
NelsonHall's "CSS Corp. and U.S. High-Tech client - Transformational CMS" case study is an example of how transformational CMS was used to reduce cost while maintaining CSAT. [...] - view this reportdownload abstract
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. [...] - view this reportdownload abstract
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. [...] - view this reportdownload abstract
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. [...] - view this reportdownload abstract
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 [...] - view this reportdownload abstract
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 [...] - view this reportdownload abstract
Firstsource - WAHA Services
Feb 06, 2015 | Vendor Analysis by NelsonHall Analyst
Firstsource was founded in 2001 as ICICI Onesource and was re-branded to Firstsource in 2006. Firstsource has operations in North America, Europe, and Asia Pacific. [...]