Customer experiences, business process optimization, and digital transformation
As per research, companies that provide better employee experiences are able to deliver better CX as compared to their competitors.
It is strongly recommended to estimate the ROI and automation benefits before implementing automation. Learn more about LeanOps Assessment.
HGS Agent X is an AI-powered cloud contact center software that allows enterprises to quickly deploy scalable and flexible contact centers.
In this edition, we got to sit down with Raju Mahantesh, Director of Product Engineering for HGS Agent X. Based in Austin, Texas, Raju recently joined HGS with over 15 years of delivery experience.
The right customer center software will drive sales and customer service teams and facilitate personalized and real-time conversations with customers, but it’s important to understand what’s at stake and why CX is so important.
HGS successfully passed the ISO recertification audit under the One-HGS scope without any non-conformities.
Strong control over agent performance boosts customer engagements and business revenues. Learn how you can improve contact center productivity with HGS Agent X.
One of my regrets is not continuing with my French post first year of university, or any other language for that matter. I’m in awe of my multi-lingual friends and colleagues who have the ability to switch between their mother-tongue and English with ease. That is why I am very excited about our new partnership with ChatLingual where a conversation in any language can be translated, responded to and resolved by an English speaking agent.
Gamification introduces dynamic ways to get employees excited and motivated about their work boosting productivity and ensuring they are on top of their game.
Operational efficiency and productivity are easily achievable with the help of tried-and-tested improvements offered by contact center solutions.
How fast can an organization really move from a Proof of Concept (PoC) to an established Center of Excellence (CoE) and reap benefits from the implementation of RPA?
While personalized customer experience is possible through a traditional contact center, agent augmentation is unlocking new opportunities in the CX space.
With the well documented talent shortage across the globe combined with the cost-of-living crisis and impending recession requires businesses to hold their nerve and continue on the path to digital transformation that became a business imperative during the Covid-19 pandemic. A well-designed technology ecosystem that provides the right balances of tech and talent will create a competitive advantage and enable business to thrive whilst many may struggle to survive.
Innovation should be considered a critical business process for one straightforward reason—value.
In 2020, mass layoffs, high rate of attrition, and uncertainty were still looming over the workforce across industries.
A business requires attention across multiple facets, but when stretched too thin, brand reputation can suffer. Find out how you can build your brand image.
A customer 360-degree view creates a unified solution for businesses by compiling all the customer touchpoints into a single profile & optimizing CX.
Philosophical differences in operation and decision-making or the lack of cultural fit with the organization ultimately become frustrating hurdles.
Chatbots are evolving toward building an intelligent user-engagement hub. Read more about the latest trends and advancements in this domain.
While we remain agnostic when expanding customer experience (CX) technologies, it is important that we highlight the creative and new approaches in the CX tech marketspace. Zendesk recently released their customer research report,“CX Trends 2022” and interestingly these insights play on achieving more during a financial downturn by focusing on the customer, rather than taking resource and investment away from service delivery.
Learn about process assessment, RPA vendor selection, BCP, change management, and the other boxes you need to tick before implementing RPA.
RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.
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.
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.