Entries by Keely Saye

Customization for your Customers: 5 Hyper-Personalization Trends

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.

Ready to Modernize your Contact Center? Assess Trends with Care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.

Become a Better Business Detective with Image Analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.

HGS’s 2020 Highlights: Achievement Amidst Adversity

In 2020, the COVID-19 world health crisis impacted nearly every person and business around the globe, including HGS, our employees, and our clients. When many of our everyday tasks and operations began to require a different approach, we resolved to keep things running safely and securely. As we begin 2021 with hope and optimism around […]

Turn Work@Home into On-demand with Agent Self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.

Preparing for the Post-pandemic rise of Digital Nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.