RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.
https://hgs.cx/wp-content/uploads/2022/07/blog-banner-robotic-process-automation-new.webp5801650Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgKrishna Kumar2022-07-25 00:01:002022-08-10 03:54:47How to determine a definitive timeline for RPA implementation
In February 2022, HGS Digital received the ISO 9001 and ISO 27001 certifications, paving the way for ample future opportunities globally. ISO, also known as the International Organization for Standardization, is the world’s premier standards certifier that develops international standards that support innovation and provide solutions to global challenges.
https://hgs.cx/wp-content/uploads/2022/07/blog-banner-ISO-1650x580-1.jpg5801650Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgKrishna Kumar2022-07-18 04:54:002022-08-09 23:02:07HGS Digital earns ISO 9001 and ISO 27001 certifications
June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.
https://hgs.cx/wp-content/uploads/2022/07/Jamaica-party-banner.webp5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2022-07-15 03:09:002022-07-15 13:15:56One love, two CX superstars: A “Decade Duo” reflects on 10 years of success at HGS Jamaica
A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.
With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.
https://hgs.cx/wp-content/uploads/2022/06/1201269168-piggy-bank-needs-help.webp5801650Graham Brownhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgGraham Brown2022-06-03 14:45:062022-07-06 12:14:08CX trends and advice for inflationary periods
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.”
https://hgs.cx/wp-content/uploads/2022/05/iStock-1175734051-banner.webp5801650Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgKrishna Kumar2022-05-19 10:11:012022-08-09 22:57:41Is your CX feeling the squeeze?
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.
https://hgs.cx/wp-content/uploads/2022/05/iStock-1271979192-car-problem-e1651669897542.webp580869Micaela Galianohttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMicaela Galiano2022-05-18 17:00:152022-08-09 22:56:04Winning Technology of the Year: Assisting drivers in distress
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.
https://hgs.cx/wp-content/uploads/2022/05/iStock-858434140-banner.webp5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2022-05-11 11:42:452022-08-09 22:54:35Beyond the CX: The total experience (TX)
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.
https://hgs.cx/wp-content/uploads/2022/05/iStock-1301250331-mother-and-daughter.webp5801650Micaela Galianohttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMicaela Galiano2022-05-04 08:56:222022-08-09 22:51:38Mother’s Day gift personalization
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.
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.
https://hgs.cx/wp-content/uploads/2022/03/iStock-682444936.webp5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2022-03-24 14:13:262022-08-09 19:37:08Vying for — and winning — an agent’s time, attention, and loyalty in a gig economy
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 […]
https://hgs.cx/wp-content/uploads/2022/03/GettyImages-1353332255.webp10751800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2022-03-18 15:57:352022-03-18 15:57:40The DIY era of CX: Solving with self-help and agent assist
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 […]
https://hgs.cx/wp-content/uploads/2021/11/GettyImages-1326831615_twoboxesatdoor.webp5801650Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2022-02-07 12:57:002022-03-03 05:20:31Retail-ready: 5 non-voice CX solutions to deflect high call volume
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 […]
https://hgs.cx/wp-content/uploads/2021/11/GettyImages-1125941854.webp12001800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-11-05 14:36:522022-03-02 10:11:29Roundtable recap: A few highlights on creative contracting and digital transformation
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.
https://hgs.cx/wp-content/uploads/2021/11/ACC76B61-8205-4296-B3BA-178474836B00.webp4821361Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-11-03 10:53:312022-03-02 09:35:09Make way for the metaverse: Plan now for the new CX universe
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 […]
https://hgs.cx/wp-content/uploads/2021/11/B0E3F200-2217-42E4-BA2B-08147D488DD2.webp3951205Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-10-28 10:00:002022-08-09 19:34:18Tech or treat: Top tricks for digital transformation
Today’s contact centers must adapt to a new remote environment to support both employees and customers.
https://hgs.cx/wp-content/uploads/2021/09/Digital-RX_TH2_.jpg5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-10-13 14:56:082022-03-02 10:22:59How do I operate effectively in a remote environment?
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.
https://hgs.cx/wp-content/uploads/2021/09/Digital-RX_TH2_.jpg5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-10-12 13:55:302022-03-02 10:09:26How do I resolve high call volumes?
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.
https://hgs.cx/wp-content/uploads/2021/02/iStock-1249307376-cloud-technology.webp9071500Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgKrishna Kumar2021-10-12 06:54:002021-11-10 11:38:29Why SageMaker for AI driven organizations
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.
https://hgs.cx/wp-content/uploads/2021/09/Digital-RX_TH2_.jpg5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-09-24 16:53:202022-03-02 10:08:14How do I transition my contact center to the Cloud?
Leveraging automation for repetitive tasks can help today’s contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.
https://hgs.cx/wp-content/uploads/2021/09/Digital-RX_TH2_.jpg5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-09-24 16:42:552022-03-02 10:13:18How do I improve my contact center performance?
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 […]
https://hgs.cx/wp-content/uploads/2021/09/Digital-RX_TH2_.jpg5801650Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-09-24 14:43:002022-03-02 09:42:50How do I leverage data for better customer experience?
An internal checklist for RPA implementation
Learn about process assessment, RPA vendor selection, BCP, change management, and the other boxes you need to tick before implementing RPA.
How to determine a definitive timeline for RPA implementation
RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.
HGS Digital earns ISO 9001 and ISO 27001 certifications
In February 2022, HGS Digital received the ISO 9001 and ISO 27001 certifications, paving the way for ample future opportunities globally. ISO, also known as the International Organization for Standardization, is the world’s premier standards certifier that develops international standards that support innovation and provide solutions to global challenges.
One love, two CX superstars: A “Decade Duo” reflects on 10 years of success at HGS Jamaica
June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.
How to handle increased customer vulnerability
A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.
CX trends and advice for inflationary periods
With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.
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.”
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.
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.
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.
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.
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.
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.
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 […]
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.
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 […]
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.
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.
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.
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.
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.
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 […]