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.webp11981800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-06-03 12:38:102022-04-14 14:17:10Philippines contact center agents quickly transition to home operations with great results
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.webp8201278Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-05-27 12:54:002023-01-10 07:48:07Social 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.webp600970Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-05-26 10:07:002022-11-23 09:59:37Bringing 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 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 […]
https://hgs.cx/wp-content/uploads/2021/05/GettyImages-1203287495_resized.webp9441800Page Inmanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgPage Inman2021-05-21 10:57:172022-11-23 10:22:33Creative 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 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 […]
https://hgs.cx/wp-content/uploads/2020/03/what-is-cloud-computing-feature.webp562893Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-05-14 12:20:102022-11-23 10:27:36HGS 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.webp9161800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-31 19:17:222021-10-13 05:16:1210 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.webp12871800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-12 15:45:052022-11-22 07:21:27Customization 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.webp12001200Michelle Caddey Macleanhttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgMichelle Caddey Maclean2021-03-12 13:51:122022-03-02 10:06:25Improve 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 […]
00Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-03-11 19:04:222023-01-10 07:42:29Boost CSAT, ESAT, retention, and savings with a Modern CX approach
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/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-01-25 22:07:352023-01-10 07:22:09Ready 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/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2021-01-25 21:37:082021-05-28 16:24:14Become a better business detective with image analytics
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.
https://hgs.cx/wp-content/uploads/2021/03/DTXL_W4w.webp8541280Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-12-21 21:03:382021-05-28 16:53:34Turn Work@Home into on-demand with agent self-scheduling
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.
https://hgs.cx/wp-content/uploads/2018/10/Brian-on-a-Yacht_blog-sized-1.jpg274441Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-12-21 20:45:142022-11-24 02:54:10Preparing for the post-pandemic rise of digital nomadism
https://hgs.cx/wp-content/uploads/2020/12/automation-in-enterprise-HGS.webp12001800Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-12-08 22:39:252022-09-15 11:47:35Who owns automation in the enterprise?
“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 […]
https://hgs.cx/wp-content/uploads/2020/12/9865CCEF-2F64-4A69-BEE0-314532990E25_4_5005_c.jpeg203334Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-12-07 13:39:222022-09-08 13:40:42HGS focuses on giving during holiday season
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.
https://hgs.cx/wp-content/uploads/2020/11/abstract02.webp7201280Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-06-18 01:19:252023-01-10 07:30:39Accelerating AI during COVID: Getting more bang from your bots
Cognitive contact centers use contact center AI technologies to create better customer experiences, improve operational efficiencies, and drive revenue.
https://hgs.cx/wp-content/uploads/2020/05/customer-experience_0.jpg443704Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2020-02-05 11:10:082023-01-10 07:26:31Cognitive contact center: Using AI to improve the customer experience
By Amanda Sternquist, Social Media Leader, HGS This HGS blog should help you answer these key questions: How do I plan social media strategy? How can social care drive ROI? What is typical response time for social media? If you think you’re providing superior social care—make sure and ask your customers. Today’s research shows a […]
https://hgs.cx/wp-content/uploads/2019/08/730634437.png274445Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2019-08-20 19:50:352022-06-27 12:07:55How Fast Should Brands Respond to Social Media?
Earlier this year, HGS presented our trends forecast, comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. This year we frame […]
00Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2019-05-08 11:13:142022-06-27 12:11:32HGS Trend 4: Brand New Capabilities Are Required to Address Consumers
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.
https://hgs.cx/wp-content/uploads/2020/03/How-to-choose-the-right-cloud-service-provider-for-your-organization-feature.webp506804Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/10/HGS-Logo_Blue-DK-Grey.svgVirgil Wong2019-03-20 09:04:392022-08-30 16:21:34How to choose the right cloud service provider for your organization
Philippines contact center agents quickly transition to home operations with great results
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 […]
Social media playbook: 7 steps to supercharge social customer care
Whether 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
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.
Creative contracting models beyond FTE in the digital era
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 Partners with Twilio to Deliver Innovative Cloud Contact Center Services
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 […]
10 factors in selecting an automation partner
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.
Customization for your customers: 5 hyper-personalization trends for 2021
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.
Improve agent work-at-home performance with 8 unconventional uses of speech analytics
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.
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 […]
Ready to modernize your contact center? Assess trends with care
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.
Become a better business detective with image analytics
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.
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 […]
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 […]
Turn Work@Home into on-demand with agent self-scheduling
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.
Preparing for the post-pandemic rise of digital nomadism
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.
Who owns automation in the enterprise?
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 […]
A self-sufficient staff: 5 tips for recruiting work-at-home employees
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.
Accelerating AI during COVID: Getting more bang from your bots
Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.
Cognitive contact center: Using AI to improve the customer experience
Cognitive contact centers use contact center AI technologies to create better customer experiences, improve operational efficiencies, and drive revenue.
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.
How Fast Should Brands Respond to Social Media?
By Amanda Sternquist, Social Media Leader, HGS This HGS blog should help you answer these key questions: How do I plan social media strategy? How can social care drive ROI? What is typical response time for social media? If you think you’re providing superior social care—make sure and ask your customers. Today’s research shows a […]
HGS Trend 4: Brand New Capabilities Are Required to Address Consumers
Earlier this year, HGS presented our trends forecast, comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. This year we frame […]
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.