Support at scale
While this client initially engaged with HGS to deliver only a few hundred agents, they grew their business with us thanks to our proven ability to proactively deliver on their vision of optimized CX. Often outperforming captive sites, HGS was able to bring significant value to this client through unique programs, such as our award-winning Customer Experience Blueprint.
Using the concept of the emotional bank account (EBA) the Customer Experience Blueprint identifies models, and documents best practices for inbound calls. EBA requires that agents immediately make a deposit at the beginning of the interaction and set the tone at the top of the call.
Other HGS initiatives to provide unparalleled support include prioritized agent coaching, which focuses on helping the most influential agents in the contact center become more effective coaches to better support coworkers and direct reports.