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Happy and motivated contact center agents help to succeed in CX across various platforms. Here are tips to keep them motivated.

The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report for the U.S. evaluated 26 providers across four quadrants: Digital Operations, AI & Analytics, Work From Home Services, and Social Media CX Services. In late 2022, HGS was ranked as one of the top 5 Leaders in all four categories.

AI in contact centers solves customer issues with quick resolutions that are made possible through predictive and analytical AI software.

Similar to OpenAI’s ChatGPT, Google Bard (named as a storyteller) is the latest experimental AI-powered chatbot that can respond to various queries and requests in a conversational manner.

While contact cente analytics is only one of the broader set of improvements that can be introduced to a contact center ecosystem, it is a powerful tool when implemented.

Location: Las Vegas, NV
Dates: Feb 26, 2023 - Mar 1, 2023

The true value of a Customer Data Platform depends on how it is used, and by handling it with a customer-centric mindset, businesses can maximize their returns.

There are several ways to drive revenue from contact centers instead of finding reasons to hack away at potential investment opportunities in this area.

While traditional agent training methods are important, knowledge management tools can ease contact center agent training and onboarding.

The latest development and buzz around ChatGPT has certainly made it a potential major player in the world of NLP. Learn more about this text-based AI tool.

Omnichannel CX gives consumers the option to engage with the business through their preferred channels without inconsistencies throughout the interaction.

We have partnered with several different organisations in industries including financial services, government services and utilities, to provide support for vulnerable customers. Our expert team handle contacts from people across all walks of life. Many of our contacts are from people facing hardships and who are financially vulnerable. It’s our job to provide them with the advice and care they need, using contact centre channels that are accessible.

The customer service industry is notably progressing from adopting CX automation to autonomous CX.

As per research, companies that provide better employee experiences are able to deliver better CX as compared to their competitors.

It is strongly recommended to estimate the ROI and automation benefits before implementing automation. Learn more about LeanOps Assessment.

The right customer center software will drive sales and customer service teams and facilitate personalized and real-time conversations with customers, but it’s important to understand what’s at stake and why CX is so important.

Strong control over agent performance boosts customer engagements and business revenues. Learn how you can improve contact center productivity with HGS Agent X.

Gamification introduces dynamic ways to get employees excited and motivated about their work boosting productivity and ensuring they are on top of their game.

With the well documented talent shortage across the globe combined with the cost-of-living crisis and impending recession requires businesses to hold their nerve and continue on the path to digital transformation that became a business imperative during the Covid-19 pandemic. A well-designed technology ecosystem that provides the right balances of tech and talent will create a competitive advantage and enable business to thrive whilst many may struggle to survive.

In 2020, mass layoffs, high rate of attrition, and uncertainty were still looming over the workforce across industries.

Location: Orlando, FL
Dates: Oct 12, 2022 - Oct 14, 2022

While we remain agnostic when expanding customer experience (CX) technologies, it is important that we highlight the creative and new approaches in the CX tech marketspace. Zendesk recently released their customer research report,“CX Trends 2022” and interestingly these insights play on achieving more during a financial downturn by focusing on the customer, rather than taking resource and investment away from service delivery.

Location: Tucson, AZ
Dates: Oct 16, 2022 - Oct 19, 2022

Learn about process assessment, RPA vendor selection, BCP, change management, and the other boxes you need to tick before implementing RPA.

Location: The Ivy, 1-5 West Street, London,WC2H 9NQ
Dates: 22nd September

In February 2022, HGS Digital received the ISO 9001 and ISO 27001 certifications, paving the way for ample future opportunities globally. ISO, also known as the International Organization for Standardization, is the world’s premier standards certifier that develops international standards that support innovation and provide solutions to global challenges.

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”

An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.

The last time you needed customer service, did you immediately…

Location: Clearwater, FL
Dates: Mar 28, 2022 - Mar 30, 2022

The emergence of the metaverse allows brands to create increasingly personalized and meaningful customer experiences, requiring organizations tol pivot from being merely digital-first to becoming truly virtual-first.

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.

Leveraging automation for repetitive tasks can help today's contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.

Donna Martin SVP Healthcare Business Development, HG…

Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.

The Four Seasons
Denver, CO
November 17-18, 2021

Intercontinental Miami
Miami, FL
October 12-13, 2021

As brands transform and move to an increasingly digitally led…

HGS Digital is partnering with Twilio, the leading cloud communications…

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.

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.