Insights

Whitepapers


Customer experiences, business process optimization, and digital transformation

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Whitepaper

Rethinking IT Staffing in an Uncertain Economy

Acquire the specialists you need for as long as you need them.

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CX Buyers’ Insights Report

CX decision makers are investing in technologies, but what about talent?

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Whitepaper

Are You a CX Rockstar?

Five note-worthy tips for using CX to create fans that drive real value

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Data in the AI world

Whitepaper

Unleashing the Power of Data in an AI World

Seven steps to get the right data, and get data right

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Whitepaper

Building a contact center for the future

This whitepaper offers eight guiding principles for ensuring a future — proof contact center for both agent and customer.

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Choosing the right outsourced delivery model

Peter Ryan of Ryan Strategic Advisory explains the benefits and challenges of facilities-based, work-from-home, and hybrid models

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Whitepaper

Drive better business outcomes with contact center analytics

Step up CX with HGS Digital’s analytics solution.

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Whitepaper

How CIOs can leverage personalized CX to ramp up revenue

Learn 5 ways to generate personalization-powered revenue

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Valuable visuals: The power of digital-driven image analytics

AI and ML-powered image analytics drives improved data analysis

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Whitepaper

The Ultimate Guide to Speech Analytics

AI-powered speech analytics boosts CX and agent performance.

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Whitepaper

A new frontier: Can artificial intelligence save lives in the workplace?

Step up workplace safety with smart AI-enabled solutions.

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Whitepaper

Outsourcing your contact center for the first time? Here’s what you need to know

Learn many important considerations that enterprise contact center executives must analyze and ask potential partners.

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Whitepaper

Beyond measure: Making social care count

In a KPI-driven world, a successful social media strategy must align with top-priority business goals.

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Whitepaper

Leveraging data to lower roadside assistance expenses

Truck breakdowns historically have been nightmarish events involving a flurry of phone calls with drivers’ fleet supervisors and service truck companies and exhaustive logistics on the whereabouts of the breakdown events. …

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Whitepaper

DevSecOps: Building secure enterprise applications, at speed

Customers are demanding better applications, faster. As high velocity application development becomes an organizational priority in response to customer demand, so too does security. …

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Whitepaper

Big data: Better data driving ROI with contact center advanced data analytics

Advanced data analytics serves as a direct link for contact centers to both improve operational performance and gain a 360-degree view of customers.

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Whitepaper

How to design an effective customer self-service portal

Learn the right way to build, implement and optimize a self-service option for customers – as well as some of the ways it can go wrong.

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Prepare to protect: Creating an effective social media crisis plan

A faulty product, a marketing campaign gone wrong, or a slip of a tweet. It happens to the best of brands. A social media crisis can happen at any time, so preparation is key. …

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Whitepaper

Today’s BPO partner caters to BFSI with smart automation, self-service, and a 360-degree view

Sweeping market change and disruptive innovation, such as Robotic Process Automation (RPA), have set the stage for opportunity in the financial services industry….

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Whitepaper

Tips for integrating AI, bots, and analytics ahead of peak holiday season

Contact center managers across North America prepare for the busiest time in retail – holiday peak season…. But, as a result of the proliferation of artificial intelligence (AI), automation, and chatbots, tides are turning in retail.

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Effectively managing the volume of social media activity

As requests for issue resolution via social channels increase, brands must combine tech with talent to meet online customer demand.

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Whitepaper

Using AI (not just NPS®) to improve the contact center customer experience (CX)

This white paper provides an in-depth insight on how integrating Artificial Intelligence along with NPS® helps in improving contact center customer experience.

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Whitepaper

Hyper-personalize CX using customer data platforms

Disaster-proof your business data on the cloud. Explore the white paper to leverage cloud-based disaster recovery systems for effectively handling disasters and ensure holistic protection of enterprise data.

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Whitepaper

Selecting a retail CRM system: Must-read guide

This comprehensive guide will help retailers properly assess and evaluate retail CRM systems to select the best solution for their business needs.

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Whitepaper

Level-up cybersecurity and thrive in the digital era

Download our recent whitepaper and get an in-depth overview of the latest cybersecurity landscape and how your business needs to scale up to understand and defend your data against pervasive cyberattacks.

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Whitepaper

How to create an enterprise mobile strategy

A complete guide on how to create an Enterprise Mobile Strategy for your business, which will help you build an empowered, more efficient workforce and increase revenue and profitability.

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Whitepaper

The complete guide to evaluating customer data platforms

This comprehensive guide will help organizations properly assess and evaluate CDP systems to select the best solution for their business needs…

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Whitepaper

Transforming the marketing department for the digital age

Marketing has evolved as the most important strategic function for global organizations and is becoming an integral part of an organization’s long-term strategy.

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Whitepaper

Disaster recovery and the viability of a cloud-based solution

In this digital economy, data is the currency. And you don’t want to lose your currency. Cloud solutions make it easy to manage and back up data in the event of a disaster.

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Whitepaper

Everything you need to know about customer data platforms

As marketing organizations look to gain efficiencies and target customers in parallel, Customer Data Platforms (CDPs) truly are a marketer’s best friend…

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Whitepaper

A closer look at DevOps: Definition, origins, importance, and relationship with the cloud

In this white paper, discover how to leverage DevOps to build and deploy IT applications on multi- cloud environments, accelerating customer experience innovation

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Whitepaper

Machine learning 101 for savvy retail marketers

This white paper outlines strategies and tactics for marketers to make the best use of machine learning in creating a data-powered retail organization.

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Whitepaper

Leveraging bot technology to enhance the customer experience

Customer experience management has evolved sharply over the past decade. In many ways UK enterprises are leading this charge, alongside their outsourcing partners. New, interactive technologies such as Bots, have the potential to revolutionise how contact centre interactions are delivered, but also carry risks.

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