As this year’s holiday shopping season quickly approaches, concerned retailers are bracing for 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 […]
https://hgs.cx/wp-content/uploads/2021/11/GettyImages-1285366825.webp12001800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-11-10 12:57:512021-11-10 12:57:54Retail-ready: 5 non-voice CX solutions to prepare for the holiday rush
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 14:36:522021-11-05 14:36:54Roundtable 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.webp4821361Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-11-03 10:53:312021-11-03 10:53:34Make 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.webp3951205Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-10-28 10:00:002021-11-03 11:04:09Tech 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_.jpg5801650Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-10-13 14:56:082021-10-14 14:19:21How 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_.jpg5801650Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-10-12 13:55:302021-10-13 14:55:27How 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.jpg9071500Krishna 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_.jpg5801650Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-09-24 16:53:202021-10-18 16:15:14How 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_.jpg5801650Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-09-24 16:42:552021-10-01 15:28:29How 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_.jpg5801650Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-09-24 14:43:002021-10-05 17:39:31How do I leverage data for better customer experience?
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
https://hgs.cx/wp-content/uploads/2021/08/automatiion-great-resignation-v2.webp4601440Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-08-24 10:28:552021-10-11 08:39:14Automation helps employers grapple with fallout of “Great Resignation”
Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.
https://hgs.cx/wp-content/uploads/2021/08/intelligent-robotic-automation.webp12001800Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-08-19 16:52:452021-08-24 20:30:54Boost your digital workforce with Intelligent Document Processing
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 […]
https://hgs.cx/wp-content/uploads/2021/08/website-disability-accessibility.webp6871030Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-08-18 13:09:282021-08-20 09:17:40How to support ADA website compliance: 10 top design tips
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 […]
https://hgs.cx/wp-content/uploads/2021/07/GettyImages-1163669009.webp10681600Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-07-09 05:00:002021-08-19 13:12:25The future of work: 5 key insights from CX industry experts
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.
https://hgs.cx/wp-content/uploads/2021/06/98700161-39BC-436C-A537-5B9F041BC7C6.jpeg9091496Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-06-23 10:29:002021-07-30 08:13:32Get a grip: Prevent slip-and-falls with AI-powered solutions
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 […]
https://hgs.cx/wp-content/uploads/2021/06/shutterstock_788108020.webp11981800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-06-03 12:38:102021-06-03 12:41:51Philippines contact center agents quickly transition to home operations with great results
Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
https://hgs.cx/wp-content/uploads/2021/05/iStock-1150520884.webp8201278Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-05-27 12:54:002021-08-12 07:38:09Social media playbook: 7 steps to supercharge social customer care
More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.
https://hgs.cx/wp-content/uploads/2021/06/social-media-surfing.webp600970Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-05-26 10:07:002021-07-30 08:22:27Bringing service to the client: Why a social contact center is essential for modern customer service
As brands transform and move to an increasingly digitally led customer experience fueled by their customers’ demands for more effective self-service channels, it’s no surprise that they’re also changing what they require from their outsourcing partners: technology and analytics-based transformation with increased ROI and CSAT. HGS’s Chris DeLambo, SVP Business Development & Channel Partnerships, and […]
https://hgs.cx/wp-content/uploads/2021/05/GettyImages-1203287495_resized.webp9441800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-05-21 10:57:172021-05-28 14:25:40Creative contracting models beyond FTE in the digital era
HGS Digital is partnering with Twilio, the leading cloud communications and customer engagement platform to utilize Twilio’s technology in building fast, flexible, best-in-class customer service experiences. HGS Digital’s process excellence and systems integration experience coupled with Twilio’s proprietary building blocks in cloud computing create a unique ability for the two companies to build messaging, voice, and […]
https://hgs.cx/wp-content/uploads/2020/03/what-is-cloud-computing-feature_0.jpg562893Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgNancy Pekala2021-05-14 12:20:102021-07-30 08:15:36HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services
Automation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
https://hgs.cx/wp-content/uploads/2021/03/Bot_handshake_GettyImages-1303207829-scaled-1.webp9161800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-31 19:17:222021-10-13 05:16:1210 factors in selecting an automation partner
Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
https://hgs.cx/wp-content/uploads/2021/03/Toothpaste-shopper_GettyImages-985954682.webp12871800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-12 15:45:052021-08-12 07:42:14Customization for your customers: 5 hyper-personalization trends for 2021
Speech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.
https://hgs.cx/wp-content/uploads/2021/03/CSAgent_WAH.webp12001200Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-03-12 13:51:122021-07-07 11:21:52Improve agent work-at-home performance with 8 unconventional uses of speech analytics
According to a 2020 Walker study, the top business priority for the next five years is customer experience—because 86% of buyers are willing to pay more for a great experience. In an Outsourcing World Summit 2021 presentation for the International Association of Outsourcing Professionals (IAOP), Andrew Kokes, HGS Global Head of Marketing, and Lauren Kindzierski, […]
00Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-11 19:04:222021-07-30 08:28:49Boost CSAT, ESAT, retention, and savings with a Modern CX approach
Retail-ready: 5 non-voice CX solutions to prepare for the holiday rush
/in Blog /by Page InmanAs this year’s holiday shopping season quickly approaches, concerned retailers are bracing for 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 […]
Roundtable recap: A few highlights on creative contracting and digital transformation
/in Blog /by Page InmanHGS 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
/in Blog /by Nancy PekalaThe 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
/in Blog /by Nancy PekalaWhen 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?
/in Blog /by Nancy PekalaToday’s contact centers must adapt to a new remote environment to support both employees and customers.
How do I resolve high call volumes?
/in Blog /by Nancy PekalaToday’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
/in Blog /by Krishna KumarA 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?
/in Blog /by Nancy PekalaAn 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?
/in Blog /by Nancy PekalaLeveraging 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?
/in Blog /by Nancy PekalaConsumers 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”
/in Blog, HGS Digital /by Nancy PekalaAs organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge
Boost your digital workforce with Intelligent Document Processing
/in Blog, HGS Digital /by Nancy PekalaIntelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.
How to support ADA website compliance: 10 top design tips
/in Blog, HGS Digital /by Nancy PekalaAccording 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 […]
The future of work: 5 key insights from CX industry experts
/in Blog /by Page InmanOver 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 […]
Get a grip: Prevent slip-and-falls with AI-powered solutions
/in Blog, HGS Digital /by Nancy PekalaMany 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.
Philippines contact center agents quickly transition to home operations with great results
/in Blog /by Page InmanAs 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 […]
Social media playbook: 7 steps to supercharge social customer care
/in Blog, HGS Digital /by Nancy PekalaWhether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
Bringing service to the client: Why a social contact center is essential for modern customer service
/in Blog, HGS Digital /by Virgil WongMore than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.
Creative contracting models beyond FTE in the digital era
/in Blog /by Page InmanAs brands transform and move to an increasingly digitally led customer experience fueled by their customers’ demands for more effective self-service channels, it’s no surprise that they’re also changing what they require from their outsourcing partners: technology and analytics-based transformation with increased ROI and CSAT. HGS’s Chris DeLambo, SVP Business Development & Channel Partnerships, and […]
HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services
/in Blog, HGS Digital /by Nancy PekalaHGS Digital is partnering with Twilio, the leading cloud communications and customer engagement platform to utilize Twilio’s technology in building fast, flexible, best-in-class customer service experiences. HGS Digital’s process excellence and systems integration experience coupled with Twilio’s proprietary building blocks in cloud computing create a unique ability for the two companies to build messaging, voice, and […]
10 factors in selecting an automation partner
/in Blog, HGS Digital /by Virgil WongAutomation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
Customization for your customers: 5 hyper-personalization trends for 2021
/in Blog, HGS Digital /by Virgil WongLeading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
Improve agent work-at-home performance with 8 unconventional uses of speech analytics
/in Blog /by Michelle Caddey MacleanSpeech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.
Boost CSAT, ESAT, retention, and savings with a Modern CX approach
/in Blog /by Virgil WongAccording to a 2020 Walker study, the top business priority for the next five years is customer experience—because 86% of buyers are willing to pay more for a great experience. In an Outsourcing World Summit 2021 presentation for the International Association of Outsourcing Professionals (IAOP), Andrew Kokes, HGS Global Head of Marketing, and Lauren Kindzierski, […]