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Customer experiences, business process optimization, and digital transformation
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How do I Resolve High Call Volumes?
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.
Why SageMaker for AI Driven Organizations
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.
Whitepaper | Can AI-powered Speech Analytics Improve Customer Experience
How do I Transition my Contact Center to the Cloud?
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.
How do I Improve my Contact Center Performance?
Leveraging 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?
Whitepaper | Valuable Visuals: The Power of Digital-Driven Image Analytics
Automation Helps Employers Grapple with the Fallout of the “Great Resignation”
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
Boost your Digital Workforce with Intelligent Document Processing
Intelligent 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
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 […]
Whitepaper | Speech analytics steers today’s true Voice of the Consumer
The Future of Work: 5 Key Insights from CX Industry Experts
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 […]
Get a Grip: Prevent Slip-and-falls with AI-powered Solutions
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.
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
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.