The Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 16 major WAHA CXM service providers. It offers a detailed profile of each WAHA CXM service provider, with a comprehensive picture of its services suite, recent developments and investments, technology, security, and talent management solutions, WAHA locations, and WAHA CXM service portfolio.

Scope

• Industry: all
• This compendium evaluates the following WAHA CXM service providers: Alorica, Arise, Concentrix, Conduent, Everise, HGS, KellyConnect, Liveops, Sitel Group, Sutherland, SYKES, Tech Mahindra, Teleperformance, Transcom, TTEC, and Webhelp

Contents

Each service provider profile provides the following details:

• WAHA CXM services suite: company overview, key leaders, major clients, and recent WAHA-specific investments
• WAHA CXM portfolio and scope of services: revenue split by geography, industry, buyer size, process coverage, and channel coverage
• WAHA CXM agent distribution and capabilities: FTE split by region and language, technology, security, and talent management capabilities
• WAHA CXM services location landscape: CXM WAHA locations
• Detailed assessment of WAHA CXM services: market success, vision and capability assessment, and remarks on each service provider’s strengths and limitations

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management