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Search within: Customer Management Services:

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Contracts Database

for Customer Management Services

Track the pattern of service adoption by monitoring Customer Management 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.

has Confidence = t -- IGNORED

Confidence Index:

for Customer Management Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Management Services

  • CMS Outsourcing Confidence Index

    May 31, 2013 | Confidence Index by NelsonHall Analyst

    NelsonHall's CMS Outsourcing Confidence Index is a quarterly index of confidence that monitors changes in industry confidence in the global CMS outsourcing market. [...]
    view this report

Join NelsonHall Customer Management Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Management Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Management Services market.

For a sample report and details of how to join NelsonHall's Customer Management Services Confidence Index, please contact us

Customer Management Services

Insightful Analysis to Drive Your Customer Management Outsourcing Strategy. NelsonHall has developed the Customer Management Services Program as a dedicated service for organizations evaluating, or actively engaged in, the outsourcing or relocation of all or part of their customer management or contact center functions.

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latest vendor assessments:

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Vendor coverage

Covered vendor profiles within the Customer Management Services program

featured market analyses
in Customer Management Services:

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NEAT Reports are available for this program!

NelsonHall, the leading global BPS analyst firm, now offers a new suite of "speed-to-source" tools to assist Strategic Sourcing Managers in saving time and money, while enhancing the quality of their sourcing decisions in business process services and Customer Management Services.

view all NEAT reports learn more about NEAT

Latest Customer Management Services Market forecast

  • Global CMS Market Forecast: 2017 - 2021

    May 17, 2017 | Market Forecast by Ivan Kotzev

    NelsonHall's "CMS Market Forecast: 2017-2021" consists of 80 pages. It is a forecast of the CMS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of  81 BPS service lines, 39 geographies, [...]
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NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

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featured blog posts on
Customer Management Services:

  • Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit

    May 23, 2017, by Ivan Kotzev

      Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand[...]

  • WNS Brandttitude: Serving Marketers with Advanced Brand Analytics

    Apr 26, 2017, by Ivan Kotzev

      While Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actio[...]

  • NelsonHall’s Blogging Year: A Selection From 2016

    Jan 25, 2017, by Rachael Stormonth

    NelsonHall analysts are regular bloggers, and while you might be familiar with a number of them, you might not be aware of the full range of topics that NelsonHall analysts blog about. We thought it was an opportune time to look back and pick out just a few of the many blog articles produced last ye[...]

  • CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

    Jan 13, 2017, by Ivan Kotzev

    by Vicki Jenkins & Ivan Kotzev NelsonHall’s principal Customer Management Services analysts take a look at how the CMS market will shape up in 2017, with predictions for CMS delivery & transformation from Ivan Kotzev, and industry-specific predictions from Vicki Jenkins. &nbs[...]

  • Sykes’ Clearlink: Selling in the New Digital World

    Dec 08, 2016, by Ivan Kotzev

      Three watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce ret[...]

view all blog posts

latest blog posts on
Customer Management Services:

  • Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit

    May 23, 2017, by Ivan Kotzev

      Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand[...]

  • WNS Brandttitude: Serving Marketers with Advanced Brand Analytics

    Apr 26, 2017, by Ivan Kotzev

      While Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actio[...]

  • Consolidation & Growth of the German CMS Market: A Quick Look at Regiocom

    Mar 17, 2017, by Ivan Kotzev

    On 10th March, German energy BPS and ITO provider Regiocom completed the acquisition of customer management services (CMS) vendor SNT Deutschland to create a €230m provider focused on the German market. Here I take a closer look at the deal, and at the wider picture of consolidation an[...]

  • CMS in Bulgaria: TeleTech Explores Multilingual Skills & Aims to Move up the Value Chain

    Jan 31, 2017, by Ivan Kotzev

      Last month, NelsonHall visited TeleTech’s delivery center in Sofia, Bulgaria, to discuss the company’s main European operations and the advantages and challenges of Bulgaria as a customer management services (CMS) delivery destination. From Sofica to TeleTech TeleTech[...]

  • NelsonHall’s Blogging Year: A Selection From 2016

    Jan 25, 2017, by Rachael Stormonth

    NelsonHall analysts are regular bloggers, and while you might be familiar with a number of them, you might not be aware of the full range of topics that NelsonHall analysts blog about. We thought it was an opportune time to look back and pick out just a few of the many blog articles produced last ye[...]

view all blog posts

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