Customer experiences, business process optimization, and digital transformation

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10 factors in selecting an automation partner

Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech-to-text and speech analytics technologies are often focused on capturing, understanding, and harnessing the voice of the customer to improve products and services. Time and again, speech analytics are used to unearth customer sentiment, cultivate better customer satisfaction, identify contact drivers, monitor customer views on competitors, and identify customer issues with communications channels (website, ecommerce, […]

Boost CSAT, ESAT, retention, and savings with a Modern CX approach

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, […]

For better RCM, prioritize people and track with technology

Across the healthcare industry, health information mismanagement is causing a loss of millions of dollars each year. Inefficient use of staff resources and systems, or the failure to invest at all, reduces a healthcare provider’s already thin margins. Provider finance leaders are struggling to address the financial impact of post-pay audits, denials, and processing appeals, […]

Preventing and appealing clinical denials with analytics, automation, and AI

U.S. hospitals lose $262 billion due to denied claims each year, representing roughly 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each hospital claim, with 60% to 80% of those denials typically recoverable on appeal. For an average hospital submitting 200,000 claims annually, that represents […]

Ready to modernize your contact center? Assess trends with care

‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle. The Gartner Hype Cycle summarizes the latest industry innovations […]

Become a better business detective with image analytics

Everyone knows that a picture is worth a thousand words. Computers realize this now, too. The days of having to open hundreds of files to find the right image or document are gone. Long gone, too, are the days of processing and categorizing images with only special optical character/mark recognition (OCR) forms and scanners. Advanced […]

COVID-19 and healthcare: 3 areas of market focus

From delayed or avoided healthcare procedures to lost insurance coverage, COVID-19 has affected almost every aspect of our lives. The primary effects have been well documented, and the secondary effects will present transformational challenges to the healthcare system. Increasingly, there are three emerging areas of opportunity to treat healthcare patients post-pandemic:   Provider data management […]

2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

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 […]

woman using tablet

10 creative ways to leverage advanced analytics

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 […]

COVID-19 update

A COVID-19 update from our company’s consulting physician

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 […]

Turn Work@Home into on-demand with agent self-scheduling

COVID-19 has changed the traditional contact center dynamic forever. Today’s workers demand flexibility and work-life balance. 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. Work@Home self-scheduling advantages Agent self-scheduling […]

Preparing for the post-pandemic rise of digital nomadism

When COVID-19 subsides and travel restrictions are lifted, it’s likely many workers will require more flexibility, including global, remote working opportunities, from their employers. Affected by the pandemic, many employees will trade the goal of climbing the corporate ladder as the ultimate definition of success for one that provides greater meaning. Many will turn their […]

automation in the enterprise

Who owns automation in the enterprise?

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 […]

HGS focuses on giving during holiday season

“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

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 […]

A self-sufficient staff: 5 tips for recruiting work-at-home employees

The COVID-19 pandemic has sent thousands of employees home this year, and while many are eager to return to their actual workplaces, others are fully embracing the remote job lifestyle. To ensure success, companies must hire the right applicants—those who understand the work-at-home culture and what it takes to operate outside of the office. Recognize […]

Accelerating AI during COVID: Getting more bang from your bots

Read our latest blog to understand how Artificial Intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.

A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to create better customer experiences, improve operational efficiencies, and drive revenue.

A young man analyzes data on a tablet as he stands behind a glass wall with reports and notes on it

Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel chasm to help marketers deliver consistent and personalized content experiences online.

Data center with a wall of components: switches, storage systems, servers, routers, other devices

How to choose the right cloud service provider for your organization

A CIO’s guide for choosing the right cloud services provider. This blog walks you through an in-depth comparison between AWS, IBM Cloud, Microsoft Azure, and Oracle Cloud.

Social  Media

Best-in-Class Social Media Customer Care: What Our Experts Want You to Know

Are you harnessing the benefits of your social media customer care? Simply put, it’s well worth your investment as a leading engagement channel for today’s optimized CX. In fact, out of 7.7 billion total world population, 3.2 billion use social media—more than 1/3, according to research. And this demographic is estimated to grow 3 billion […]

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