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-scaled.jpg17072560Page Inmanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgPage Inman2021-11-10 12:33:082021-11-10 12:33:12Retail-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-scaled.jpg17072560Page Inmanhttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgPage Inman2021-11-05 14:15:282021-11-05 14:16:36Roundtable recap: A few highlights on creative contracting and digital transformation
The emergence of the metaverse allows brands to create increasingly personalized customer experiences, pivoting from being merely digital-first to becoming truly virtual-first.
https://hgs.cx/wp-content/uploads/2021/11/ACC76B61-8205-4296-B3BA-178474836B00.jpeg4821361Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgNancy Pekala2021-11-01 16:14:492021-11-01 16:15:51Make way for the metaverse: Plan now for the new CX universe
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.
https://hgs.cx/wp-content/uploads/2021/10/B0E3F200-2217-42E4-BA2B-08147D488DD2.jpeg3951205Nancy Pekalahttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgNancy Pekala2021-10-28 10:14:132021-10-28 10:33:05Tech 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/2021/02/HGS-logo.svgNancy Pekala2021-10-13 14:56:082021-10-25 15:36:10How 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/2021/02/HGS-logo.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/2021/02/HGS-logo.svgKrishna Kumar2021-10-12 06:54:002021-10-13 08:46:06Why 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/2021/02/HGS-logo.svgNancy Pekala2021-09-24 16:53:202021-09-24 16:57:25How 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/2021/02/HGS-logo.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/2021/02/HGS-logo.svgNancy Pekala2021-09-24 14:43:002021-10-05 17:39:31How 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 10:28:552021-10-11 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-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
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 customer experiences, pivoting from being merely digital-first to becoming truly virtual-first.
Tech or treat: Top tricks for digital transformation
/in Blog /by Nancy PekalaWith 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.
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 […]
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 […]