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Customer experiences, business process optimization, and digital transformation

Is your CX feeling the squeeze?

Is your CX feeling the squeeze?

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”

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Winning Technology of the Year: Assisting drivers in distress

In recognition of our human-centric bot, Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards. With real-time tracking, notifications, customer reviews, and real-time engagement, Axle™ works quickly and efficiently to get stranded drivers back on the road.

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Beyond the CX: The total experience (TX)

A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.

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Mother’s Day gift personalization

Even the smallest bit of personalization drives consumer engagement, delivers greater efficiency behind marketing spend, and ultimately grows revenue. And you may already have some personalization tools in your arsenal. Personalization, for example, can help you find the perfect gift for Mom this Mother’s Day.

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Building better chatbots: 7 key considerations

Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.

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Digital transformation: Perspectives from HR

An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.

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Vying for — and winning — an agent’s time, attention, and loyalty in a gig economy

A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.

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The DIY era of CX: Solving with self-help and agent assist

The last time you needed customer service, did you immediately contact the company by phone, email, or chat, or did you first dig around online a bit to see if you could find the solution yourself? Now consider the service channels your company offers. Have you seen a recent uptick in the use of self-help […]

Retail-ready: 5 non-voice CX solutions to deflect high call volume

Concerned retailers are feeling the impact caused by recent global supply chain issues. Cargo vessels filled with shipping containers of merchandise are anchored offshore at major U.S. ports, yet those goods aren’t reaching store shelves due to a lack of workers to unload the ships, warehouses that are already at maximum capacity, as well as […]

Roundtable recap: A few highlights on creative contracting and digital transformation

HGS recently participated in a virtual roundtable discussion entitled “Leveraging Creative Contracts to Drive CX Transformation Outcomes,” sponsored by Everest Group and hosted by SVP, Business Development Chris DeLambo. Everest Vice President David Rickard and Parikshit (PK) Kalra, SVP, Head of Client Solutions & Capabilities, served as panelists during the discussion. Read on for notable […]

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Make way for the metaverse: Plan now for the new CX universe

The emergence of the metaverse allows brands to create increasingly personalized and meaningful customer experiences, requiring organizations tol pivot from being merely digital-first to becoming truly virtual-first.

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Tech or treat: Top tricks for digital transformation

When it comes to digital transformation, it’s no wonder that today’s businesses might be going a little batty.  With customers increasingly demanding greater speed, service and convenience, and organizational leaders requiring rapid ROI from every technology investment, there’s a deep sense of urgency for companies to get their digital strategy right. Adopting technologies that drive true […]

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How do I operate effectively in a remote environment?

Today’s contact centers must adapt to a new remote environment to support both employees and customers.

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How do I resolve high call volumes?

Today’s contact centers are turning to AI and machine learning solutions to manage peak call volumes and allow workers to focus on those tasks that matter the most.

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Why SageMaker for AI driven organizations

A staggering 72% of organizations that began artificial intelligence (AI) pilots before 2019 have not been able to deploy even a single application in production. And yet enterprises of all sizes confirmed that they because of COVID-19.

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How do I transition my contact center to the Cloud?

An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.

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How do I improve my contact center performance?

Leveraging automation for repetitive tasks can help today’s contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.

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How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than ever before.  However, thanks to organizational data silos, an inability to integrate data from a growing number of channels and sources and an increasingly complex data landscape, many brands are struggling to mine the gold that comes from customer data. Understanding these challenges and overcoming them is […]

Automation helps employers grapple with fallout of “Great Resignation”

As organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge

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Boost your digital workforce with Intelligent Document Processing

Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.

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How to support ADA website compliance: 10 top design tips

According to the CDC, one in four adults in the United States has some form of disability, especially among baby boomers who have the most disposable income in the consumer market.  Businesses that fail to address Americans with Disabilities Act (ADA) accessibility standards on their website not only face potential legal liability that non-compliance brings in the way of penalties […]

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The future of work: 5 key insights from CX industry experts

Over the last 15 months, we’ve witnessed organisations pivot their operating models to enable their teams to work from home. As things slowly start returning to the way they were before the pandemic, many have begun to ask the question—what is the future of work? According to Bloomberg, 63% of employers expect to implement hybrid […]

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Get a grip: Prevent slip-and-falls with AI-powered solutions

Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.

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Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March 2020, an American consumer electronics company needed offshore, remote help providing technical support for issues regarding smart TVs, sound bars, and streaming apps. Sherri Schmidt, HGS Director of Global Account Management, shared the details of how HGS successfully delivered an urgent offshore work-at-home solution for […]

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