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/2021/02/HGS-logo.svgNancy Pekala2021-09-23 14:43:302021-09-24 10:07:58How do I leverage data for better customer experience?
Over the past 18 months, healthcare providers have grappled with historic cost and care challenges. The COVID-19 pandemic has increasingly forced providers to assess new areas of transformation to unlock operational value and cost efficiencies.
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.png4601440Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgNancy Pekala2021-08-24 10:28:552021-08-24 16:16:48Automation 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-scaled.jpg17072560Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.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.png6871030Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgNancy Pekala2021-08-18 13:09:282021-08-20 09:17:40How to support ADA website compliance: 10 top design tips
In recent years, the healthcare industry has increasingly been paying attention to the error rates in health plan directories. Undependable directories create poor member experience by impacting access to care. The Consolidated Appropriations Act COVID-19 relief bill, signed into law on December 27, 2020, requires health plans and healthcare providers to work in tandem, so […]
https://hgs.cx/wp-content/uploads/2021/08/new-healthcare-law-2.jpeg7501500Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgKrishna Kumar2021-08-04 08:04:472021-08-16 11:00:21Health plan guidance: 3 essentials for no-surprises Act compliance
A recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.
https://hgs.cx/wp-content/uploads/2021/07/healthcare-analytics.jpg8001200Krishna Kumarhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgKrishna Kumar2021-07-26 10:52:532021-07-30 13:37:37The human side of healthcare analytics
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-scaled.jpg17092560Page Inmanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.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/2021/02/HGS-logo.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.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 06:44:002021-07-30 08:14:38Three 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 12:54:002021-08-12 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.jpg600970Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.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-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 12:20:102021-07-30 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.jpg13032560Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-03-31 19:17:222021-08-25 06:23:0810 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 15:45:052021-08-12 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.jpg12001200Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.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/2021/02/HGS-logo.svgVirgil Wong2021-03-11 19:04:222021-07-30 08:28:49Boost 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 17:05:592021-07-30 08:26:17For 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 17:06:512021-07-30 08:31:46Preventing 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 19:46:542021-07-30 08:30:15COVID-19 and healthcare: 3 areas of market focus
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 […]
5 Provider Coding Myths, Debunked
/in Blog, HGS Healthcare /by Krishna KumarOver the past 18 months, healthcare providers have grappled with historic cost and care challenges. The COVID-19 pandemic has increasingly forced providers to assess new areas of transformation to unlock operational value and cost efficiencies.
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 […]
Health plan guidance: 3 essentials for no-surprises Act compliance
/in Blog, HGS Healthcare /by Krishna KumarIn recent years, the healthcare industry has increasingly been paying attention to the error rates in health plan directories. Undependable directories create poor member experience by impacting access to care. The Consolidated Appropriations Act COVID-19 relief bill, signed into law on December 27, 2020, requires health plans and healthcare providers to work in tandem, so […]
The human side of healthcare analytics
/in Blog, HGS Healthcare /by Krishna KumarA recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.
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 […]
Three ways healthcare engagement models differ from other industries
/in Blog, HGS Healthcare /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, 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, […]
For better RCM, prioritize people and track with technology
/in Blog, HGS Healthcare /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, HGS Healthcare /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, HGS Healthcare /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.