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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
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.
Best-in-class social media customer care: What our experts want you to know
Are you harnessing the benefits of your social media customer care? Simply put, it’s well worth your investment as a leading engagement channel for today’s optimized CX. In fact, out of 7.7 billion total world population, 3.2 billion use social media—more than 1/3, according to research. And this demographic is estimated to grow 3 billion […]
Modern outsourcing Is driven by insight and partnership – Not cost!
If I was paid a £ for every time “reduce cost” was the answer to my question, “Why do you want to outsource?,” I think I could be sunning myself on a yacht rather than writing this post! Therefore, it came as a big surprise that in a recent survey of over 500 executives from […]
Why leverage cloud and how to get rolling
To keep up with the demands of organizations’ ever-changing business and modern customers, more IT departments are turning to the cloud for solutions. A cloud strategy helps ensure that businesses are able to take advantage of the cost savings, speed to market, flexibility, scalability and integration capabilities that only the cloud can provide. A regimented […]
Can companies continue to price services using FTE and headcount?
By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How do most companies price the cost of the service they provide to another company? Let’s consider the contact centre as a classic example. When one company asks a service company for a proposal and quote, what are the fundamentals that they need to include in […]
What is hyper-personalization?
Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization aims to bring together content, customer data, and omnichannel customer experience touchpoints to set the stage for a personal connection between brands and individual customers.
9 Steps to defining an enterprise mobile strategy
With mobility now becoming an essential element of personal and corporate lives, companies are scrambling to identify a strategy that enables them to mobilize their corporate systems. Both customers and employees now demand modernization of backend operations so they can achieve high efficiencies.
Combining bots and brains to transform CX: Your questions, answered
2017 is the year of collaboration between man and machine to deliver the next generation of CX. At our April 19 webinar, Combining Bots and Brains to Transform the Customer Experience, HGS team members Chris Lord, Global Head of DigiCX, Marketing, Strategy and Growth, and Mandeep Singh Kwatra, VP Solutions and Capabilities, provided key insights into […]