Entries by Keely Saye

HGS Focuses on Giving During Holiday Season

“If you want to go fast, go alone. If you want to go far, go together.” With COVID-19 efforts, rapid work-at-home migrations, and numerous global change movements top of mind, this African Proverb rings particularly true this year. Demonstrating love, empathy, patience, and support is essential. Diversity, equality, and inclusion (DEI) are more important than […]

A Self-sufficient Staff: 5 Tips for Recruiting Work-at-Home Employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.

How Fast Should Brands Respond to Social Media?

By Amanda Sternquist, Social Media Leader, HGS This HGS blog should help you answer these key questions: How do I plan social media strategy? How can social care drive ROI? What is typical response time for social media? If you think you’re providing superior social care—make sure and ask your customers. Today’s research shows a […]

HGS Trend 4: Brand New Capabilities Are Required to Address Consumers

Earlier this year, HGS presented our trends forecast, comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. This year we frame […]

Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer care? Simply put, it’s well worth your investment as a leading engagement channel for today’s optimized CX. In fact, out of 7.7 billion total world population, 3.2 billion use social media—more than 1/3, according to research. And this demographic is estimated to grow 3 billion […]

Modern outsourcing Is driven by insight and partnership – Not cost!

If I was paid a £ for every time “reduce cost” was the answer to my question, “Why do you want to outsource?,” I think I could be sunning myself on a yacht rather than writing this post! Therefore, it came as a big surprise that in a recent survey of over 500 executives from […]