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Customer experiences, business process optimization, and digital transformation

Employee experience

5 Ways Rewarding Employee Experience Improves CX

As per research, companies that provide better employee experiences are able to deliver better CX as compared to their competitors.

LeanOps Assessment

Estimate ROI and automation benefits with a LeanOps Assessment

It is strongly recommended to estimate the ROI and automation benefits before implementing automation. Learn more about LeanOps Assessment.

HGS Agent X - contact center solution

HGS Agent X – A game-changing contact center software

HGS Agent X is an AI-powered cloud contact center software that allows enterprises to quickly deploy scalable and flexible contact centers.

I build for the future - Episode 1

I Build for the Future – Episode 1

In this edition, we got to sit down with Raju Mahantesh, Director of Product Engineering for HGS Agent X. Based in Austin, Texas, Raju recently joined HGS with over 15 years of delivery experience.

Game-changing contact center solution

The need for a game-changing contact center software

The right customer center software will drive sales and customer service teams and facilitate personalized and real-time conversations with customers, but it’s important to understand what’s at stake and why CX is so important.

ISO Recertification

HGS continues ISO 9001:2015 and ISO 27001:2013 certifications

HGS successfully passed the ISO recertification audit under the One-HGS scope without any non-conformities.

Improve contact center productivity

8 ways HGS Agent X can improve contact center productivity

Strong control over agent performance boosts customer engagements and business revenues. Learn how you can improve contact center productivity with HGS Agent X.

Hola, Bonjour, Guten Tag…

One of my regrets is not continuing with my French post first year of university, or any other language for that matter. I’m in awe of my multi-lingual friends and colleagues who have the ability to switch between their mother-tongue and English with ease. That is why I am very excited about our new partnership with ChatLingual where a conversation in any language can be translated, responded to and resolved by an English speaking agent.

gamification drives success in business

4 innovative ways gamification drives success in business

Gamification introduces dynamic ways to get employees excited and motivated about their work boosting productivity and ensuring they are on top of their game.

measuring productivity in contact centers

Measuring contact center productivity with HGS Agent X

Operational efficiency and productivity are easily achievable with the help of tried-and-tested improvements offered by contact center solutions.

PoC to CoE with RPA implementation

From POC to COE with RPA Implementation

How fast can an organization really move from a Proof of Concept (PoC) to an established Center of Excellence (CoE) and reap benefits from the implementation of RPA?

The future of CX starts with agent augmentation

While personalized customer experience is possible through a traditional contact center, agent augmentation is unlocking new opportunities in the CX space.

Maintaining customer relationships in a cost-of-living crisis

With the well documented talent shortage across the globe combined with the cost-of-living crisis and impending recession requires businesses to hold their nerve and continue on the path to digital transformation that became a business imperative during the Covid-19 pandemic. A well-designed technology ecosystem that provides the right balances of tech and talent will create a competitive advantage and enable business to thrive whilst many may struggle to survive.

the right approach to business innovation

Adopt the right approach to business innovation

Innovation should be considered a critical business process for one straightforward reason—value.

Employee attrition

Employee attrition—Exploring the post-pandemic landscape

In 2020, mass layoffs, high rate of attrition, and uncertainty were still looming over the workforce across industries.

Brand reputation

How to elevate the brand reputation of a business

A business requires attention across multiple facets, but when stretched too thin, brand reputation can suffer. Find out how you can build your brand image.

HGS Agent X - A seamless 360-degree CX

HGS Agent X – A seamless customer 360-degree experience

A customer 360-degree view creates a unified solution for businesses by compiling all the customer touchpoints into a single profile & optimizing CX.

cultural-fit

Cultural fit – A critical piece to digital transformation RFPs

Philosophical differences in operation and decision-making or the lack of cultural fit with the organization ultimately become frustrating hurdles.

Chatbots: A customer experience relic

Chatbots: A customer experience relic

Chatbots are evolving toward building an intelligent user-engagement hub. Read more about the latest trends and advancements in this domain.

AI take-aways from the Zendesk “CX Trends 2022” report

While we remain agnostic when expanding customer experience (CX) technologies, it is important that we highlight the creative and new approaches in the CX tech marketspace. Zendesk recently released their customer research report,“CX Trends 2022” and interestingly these insights play on achieving more during a financial downturn by focusing on the customer, rather than taking resource and investment away from service delivery.

An internal checklist for RPA implementation

An internal checklist for RPA implementation

Learn about process assessment, RPA vendor selection, BCP, change management, and the other boxes you need to tick before implementing RPA.

A definitive timeline for RPA implementation

How to determine a definitive timeline for RPA implementation

RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.

HGS Digital earns ISO 9001 and ISO 27001 certifications

In February 2022, HGS Digital received the ISO 9001 and ISO 27001 certifications, paving the way for ample future opportunities globally. ISO, also known as the International Organization for Standardization, is the world’s premier standards certifier that develops international standards that support innovation and provide solutions to global challenges.

One love, two CX superstars: A “Decade Duo” reflects on 10 years of success at HGS Jamaica

June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.

HGS