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.jpg13312000Page Inmanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgPage Inman2021-06-03 12:38:102021-06-03 12:41:51Philippines contact center agents quickly transition to home operations with great results
Healthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.
https://hgs.cx/wp-content/uploads/2021/04/Telehealth.jpg13352000Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-06-01 06:44:002021-06-09 10:36:47Three ways healthcare engagement models differ from other industries
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.jpg8201278Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgNancy Pekala2021-05-27 12:54:002021-06-17 16:59:57Social 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/2021/04/pr.png600800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-05-26 10:07:002021-05-28 14:16:43Bringing 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-scaled.jpg13432560Page Inmanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.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/2021/02/HGS-logo.svgNancy Pekala2021-05-14 12:20:102021-05-14 12:20:10HGS 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.jpg13032560Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-03-31 19:17:222021-05-31 11:11:4010 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_0-scaled-1.jpg18302560Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-03-12 15:45:052021-05-28 14:51:12Customization 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.jpg12001200Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgMichelle Caddey Maclean2021-03-12 13:51:122021-05-31 11:18:33Improve 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/2021/02/HGS-logo.svgVirgil Wong2021-03-11 19:04:222021-05-02 20:10:49Boost CSAT, ESAT, retention, and savings with a Modern CX approach
Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.
https://hgs.cx/wp-content/uploads/2019/09/746441548.png274470Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-02-08 17:05:592021-05-31 11:42:24For better RCM, prioritize people and track with technology
U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.
https://hgs.cx/wp-content/uploads/2021/01/Hero_Industry_Healthcare.jpg7821439Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-02-01 17:06:512021-05-28 17:28:51Preventing and appealing clinical denials with analytics, automation, and AI
Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
https://hgs.cx/wp-content/uploads/2020/03/strategies-900-blog-feature-1_0.jpg567900Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-01-25 22:07:352021-05-28 17:05:20Ready to modernize your contact center? Assess trends with care
Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
https://hgs.cx/wp-content/uploads/2021/01/D72FED22-003D-4B33-969D-2DF3BB933719.jpeg9111407Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-01-25 21:37:082021-05-28 16:24:14Become a better business detective with image analytics
COVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.
https://hgs.cx/wp-content/uploads/2020/12/1252-tele-medicine.jpg600900Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-01-20 19:46:542021-06-09 17:03:16COVID-19 and healthcare: 3 areas of market focus
In 2020, the COVID-19 world health crisis impacted nearly every person and business around the globe, including HGS, our employees, and our clients. When many of our everyday tasks and operations began to require a different approach, we resolved to keep things running safely and securely. As we begin 2021 with hope and optimism around […]
Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and lasting competitive advantages. According to a Harvard Business Review report, 44% of enterprises are acquiring […]
Throughout 2020 and as we plan for 2021, HGS has trusted the professional insights of Dr. Virginia Gurley, whose steady and reliable point of view has provided us with a sound perspective regarding the pandemic. Her end-of-year statement offers guidance as well as words of encouragement for the months ahead. “COVID-19 has spread by leaps […]
Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
https://hgs.cx/wp-content/uploads/2021/03/DTXL_W4w.jpeg8541280Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-21 21:03:382021-05-28 16:53:34Turn Work@Home into on-demand with agent self-scheduling
Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
https://hgs.cx/wp-content/uploads/2018/10/Brian-on-a-Yacht_blog-sized-1.jpg274441Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-21 20:45:142021-05-28 16:46:59Preparing for the post-pandemic rise of digital nomadism
If we look at the CEO mandate in most annual reports, there is a goal to reduce costs. Clearly, the first thing that comes to mind is to automate what is being done within the company. With the new normal due to the pandemic, this imperative has only been further emphasized. While the need to […]
https://hgs.cx/wp-content/uploads/2020/12/automation-in-enterprise-HGS.jpg14142121Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-08 22:39:252021-05-02 20:10:51Who owns automation in the enterprise?
“If you want to go fast, go alone. If you want to go far, go together.” With COVID-19 efforts, rapid work-at-home migrations, and numerous global change movements top of mind, this African Proverb rings particularly true this year. Demonstrating love, empathy, patience, and support is essential. Diversity, equality, and inclusion (DEI) are more important than […]
00Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-07 13:39:222021-05-02 20:10:51HGS focuses on giving during holiday season
Health plans are all too familiar with the challenges of member experience—that perfect storm of call/processing volume surge, staffing challenges, and critical moment-of-truth engagement pressures. And the stakes are even higher for 2021, according to JD Power research. The organization’s fourth annual study found that member satisfaction averages dropped from 712 on a 1,000-point scale […]
https://hgs.cx/wp-content/uploads/2020/11/member-experience-automation-scaled-1.jpg19202560Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-11-25 00:33:002021-05-02 20:10:52Member experience: Never a better time for digital enablement
Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.
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 […]
Three ways healthcare engagement models differ from other industries
/in Blog /by Virgil WongHealthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.
Social media playbook: 7 steps to supercharge social customer care
/in Blog /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 /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 /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 /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 /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, […]
For better RCM, prioritize people and track with technology
/in Blog /by Virgil WongProper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.
Preventing and appealing clinical denials with analytics, automation, and AI
/in Blog /by Virgil WongU.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.
Ready to modernize your contact center? Assess trends with care
/in Blog /by Virgil WongContact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
Become a better business detective with image analytics
/in Blog /by Virgil WongAdvanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
COVID-19 and healthcare: 3 areas of market focus
/in Blog /by Virgil WongCOVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.
HGS’s 2020 highlights: Achievement amidst adversity
/in Blog /by Virgil WongIn 2020, the COVID-19 world health crisis impacted nearly every person and business around the globe, including HGS, our employees, and our clients. When many of our everyday tasks and operations began to require a different approach, we resolved to keep things running safely and securely. As we begin 2021 with hope and optimism around […]
10 creative ways to leverage advanced analytics
/in Blog /by Virgil WongToday’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and lasting competitive advantages. According to a Harvard Business Review report, 44% of enterprises are acquiring […]
A COVID-19 update from our company’s consulting physician
/in Blog /by Virgil WongThroughout 2020 and as we plan for 2021, HGS has trusted the professional insights of Dr. Virginia Gurley, whose steady and reliable point of view has provided us with a sound perspective regarding the pandemic. Her end-of-year statement offers guidance as well as words of encouragement for the months ahead. “COVID-19 has spread by leaps […]
Turn Work@Home into on-demand with agent self-scheduling
/in Blog /by Virgil WongWork@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
Preparing for the post-pandemic rise of digital nomadism
/in Blog /by Virgil WongWork@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
Who owns automation in the enterprise?
/in Blog /by Virgil WongIf we look at the CEO mandate in most annual reports, there is a goal to reduce costs. Clearly, the first thing that comes to mind is to automate what is being done within the company. With the new normal due to the pandemic, this imperative has only been further emphasized. While the need to […]
HGS focuses on giving during holiday season
/in Blog /by Virgil Wong“If you want to go fast, go alone. If you want to go far, go together.” With COVID-19 efforts, rapid work-at-home migrations, and numerous global change movements top of mind, this African Proverb rings particularly true this year. Demonstrating love, empathy, patience, and support is essential. Diversity, equality, and inclusion (DEI) are more important than […]
Member experience: Never a better time for digital enablement
/in Blog /by Virgil WongHealth plans are all too familiar with the challenges of member experience—that perfect storm of call/processing volume surge, staffing challenges, and critical moment-of-truth engagement pressures. And the stakes are even higher for 2021, according to JD Power research. The organization’s fourth annual study found that member satisfaction averages dropped from 712 on a 1,000-point scale […]
A self-sufficient staff: 5 tips for recruiting work-at-home employees
/in Blog /by Virgil WongHiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.