Customer experiences, business process optimization, and digital transformation
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
Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.
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 […]
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 […]
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.
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 […]
Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
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.
As brands transform and move to an increasingly digitally led customer experience fueled by their customers’ demands for more effective self-service channels powered by contact center AI, 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 […]
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 powered by contact center AI. 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 […]
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.
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.
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.
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 […]
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.
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.
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 […]
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 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.
“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 […]
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.
Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.