Customer experiences, business process optimization, and digital transformation
The true value of a Customer Data Platform depends on how it is used, and by handling it with a customer-centric mindset, businesses can maximize their returns.
We’re not into doing things just for glitz and glamour, we’ve got the size and scale to go as big as the sky allows, but we really are focused on success and getting results for our clients in a way that benefits them entirely.
We have rounded up the top contact center skills that agents and managers must cultivate to ensure a smooth-running process.
There are several ways to drive revenue from contact centers instead of finding reasons to hack away at potential investment opportunities in this area.
We have put together a comprehensive list of the top customer experience goals that you can set for your business and fast-track success.
While traditional agent training methods are important, knowledge management tools can ease contact center agent training and onboarding.
There’s a whole new playbook being adopted with a notable focus on agent productivity in remote working and hybrid working environments.
The latest development and buzz around ChatGPT has certainly made it a potential major player in the world of NLP. Learn more about this text-based AI tool.
Today’s stressors have forced contact centres in the UK to reevaluate their IT solutions for vulnerable customers. An HGS technology arc (architecture roadmap) that features a people-first, CX platform (such as one by MaxContact) can help advisers relax and focus to better connect with high-needs customers now and as their needs evolve or dissipate.
AI works in conjunction with contact center automation to provide valuable insights into VoC analysis. Learn about how you can ramp up your VoC program.
HGS is thrilled to publicly commit to the Everest pledge in its endeavor to double the number of impact sourcing workers by 2026.
Omnichannel CX gives consumers the option to engage with the business through their preferred channels without inconsistencies throughout the interaction.
We have partnered with several different organisations in industries including financial services, government services and utilities, to provide support for vulnerable customers. Our expert team handle contacts from people across all walks of life. Many of our contacts are from people facing hardships and who are financially vulnerable. It’s our job to provide them with the advice and care they need, using contact centre channels that are accessible.
The customer service industry is notably progressing from adopting CX automation to autonomous CX.
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.