HGS Australia

Discover the brilliance of cloud technology and its transformative power. Learn how end-to-end cloud solutions benefit organizations of all sizes, providing advantages like data backup, remote collaboration, robust security, easy maintenance, and cost-effective management.

Combining AI and knowledge sharing improves interactions among employees and creates new knowledge that contributes to organizational performance.

Data analytics can help to enhance CX journeys by providing real-time data. Customer service teams can analyze this data and work on the areas that need improvement. Additionally, companies can use this analytical data to devise strategies that ensure personalized customer engagement and predict upcoming trends.

Maintaining a positive and proactive mindset goes a long way in social media reputation management. Learn how to enhance your online presence.

ChatGPT prompts allow for conversations to flow seamlessly between generative AI and humans. Learn the top ChatGPT prompts to improve your CX.

Businesses that stick to being customer-centric under all circumstances are sure to gain more in terms of customer loyalty and revenue than their competitors. Customer centricity also holds great strategic value as it guarantees customer retention in the long run.

Running a tech or IT company requires a suitable infrastructure, skilled manpower, regular maintenance, and many more things that cost money. Hiring experts on demand is a cost-effective way to meet goals and scale a business to newer heights. Read more to know how you can expand your set-up and take in more orders through on-demand expertise.

Location: New York, NY
Dates: Aug 22, 2023 - Aug 22, 2023

When it comes to customer service, lately, the brilliance of ChatGPT is hailed over what our human agents bring to the table. Even though ChatGPT can help to accelerate the process in many ways, it is imperative to remember that customer service mostly relies on empathetic and personalized interactions. This is why contact center agents are irreplaceable and most companies are moving ahead with an approach that involves a human + digital experience.

Location: Virtual
Dates: Sep 11, 2023 - Sep 11, 2023

Location: Huntington Beach, CA Dates: Oct 22 - Oct 25, 2023

Data privacy has been the subject of many debates and lawmakers across the globe, predominantly the U.S. and Europe have taken sincere steps to ensure an individual’s right to privacy. Read more to know how the occurrence of World War II led to substantial work towards privacy laws about 133 years ago.

The world of social media is continuously changing. Most marketing agencies have a lot on their plate and thus find it difficult to keep up with the ever-evolving norms of social media. Hence, most businesses and agencies have started to delegate their social media marketing responsibilities to an agency that showcases expertise on the same. But shortlisting an agency can be a cumbersome task as it is tough to find out whether the agency is on the same page as your agency or brand. Here are 10 important questions one should be asking to conclude whether an agency is perfect for the business/brand.

In the past couple of centuries, mankind has witnessed a gradual yet overwhelming evolution of data. The rise of internet-based services and prolific digital devices has made data an indispensable part of our lives. It is now considered an asset as companies and individuals are leveraging it to devise new products, services, and ideas.

When a business offers the choice of personalization to a consumer, it strengthens the brand's position in the customer’s life and ensures a pleasant vibe throughout the customer's buying journey.

Location: Denver, Colorado
Dates: June 19, 2023 - July 21, 2023

The increased adoption of AI and predictive analytics across various sectors is leading to better risk assessments and improved operations. Even though, they are already revolutionizing how things are being done tech-wise, AI and predictive analytics have a lot in store for the near future.

Location: Las Vegas, NV
Dates: Jun 19, 2023 - Jun 22, 2023

Location: Chicago, IL
Dates: May 15, 2023 - May 17, 2023

Professionals from different sectors are debating whether AI powered tools should be used to replace human resources or should be uprooted in every way, but the customer service industry has concluded that these tools will come in handy to improve CX.

As organizations turn to level up their contact center strategies, increasing contact center capabilities will ultimately improve customer service and build strong customer-agent relationships for the future.

Most people confuse call centers and contact centers to be the same thing. In reality, call centers are part of a bigger set called contact centers.

Social media introduced a whole new democracy that allows people to follow whom they view as influencers and connect with them. Users can see what their peers are saying or are currently into, which serves as a guide to how consumers ultimately spend their money.

Up your social media marketing game with ChatGPT. It can help you with a number of things such as creating content calendars, finding relevant keywords and hashtags, and articulating best responses for all social media platforms.

Location: Orlando, FL
Dates: March 27, 2023 - March 30, 2023

Marketing comes with its own set of challenges, and social media engagement is no exception.

Agent collaboration not only helps to deliver a frictionless customer experience, but it also paves the way to build an organization-wide knowledge base.

Location: Ft. Lauderdale, FL
Dates: Apr 23, 2023 - April 26, 2023

Location: Austin, TX
Dates: March 1, 2023 - March 3, 2023

We’re not into doing things just for glitz and glamour, we’ve got the size and scale to go as big as the sky allows, but we really are focused on success and getting results for our clients in a way that benefits them entirely.

We have rounded up the top contact center skills that agents and managers must cultivate to ensure a smooth-running process.

We have put together a comprehensive list of the top customer experience goals that you can set for your business and fast-track success.

There’s a whole new playbook being adopted with a notable focus on agent productivity in remote working and hybrid working environments.

Today’s stressors have forced contact centres in the UK to reevaluate their IT solutions for vulnerable customers. An HGS technology arc (architecture roadmap) that features a people-first, CX platform (such as one by MaxContact) can help advisers relax and focus to better connect with high-needs customers now and as their needs evolve or dissipate.

AI works in conjunction with contact center automation to provide valuable insights into VoC analysis. Learn about how you can ramp up your VoC program.

HGS is thrilled to publicly commit to the Everest pledge in its endeavor to double the number of impact sourcing workers by 2026.

Genesys and HGS will combine SaaS solutions with deep domain contact center expertise to improve customer and employee interactions.

HGS Agent X is an AI-powered cloud contact center software that allows enterprises to quickly deploy scalable and flexible contact centers.

In this edition, we got to sit down with Raju Mahantesh, Director of Product Engineering for HGS Agent X. Based in Austin, Texas, Raju recently joined HGS with over 15 years of delivery experience.

HGS successfully passed the ISO recertification audit under the One-HGS scope without any non-conformities.

One of my regrets is not continuing with my French post first year of university, or any other language for that matter. I’m in awe of my multi-lingual friends and colleagues who have the ability to switch between their mother-tongue and English with ease. That is why I am very excited about our new partnership with ChatLingual where a conversation in any language can be translated, responded to and resolved by an English speaking agent.

Operational efficiency and productivity are easily achievable with the help of tried-and-tested improvements offered by contact center solutions.

How fast can an organization really move from a Proof of Concept (PoC) to an established Center of Excellence (CoE) and reap benefits from the implementation of RPA?

While personalized customer experience is possible through a traditional contact center, agent augmentation is unlocking new opportunities in the CX space.

Innovation should be considered a critical business process for one straightforward reason—value.

A business requires attention across multiple facets, but when stretched too thin, brand reputation can suffer. Find out how you can build your brand image.

A customer 360-degree view creates a unified solution for businesses by compiling all the customer touchpoints into a single profile & optimizing CX.

Philosophical differences in operation and decision-making or the lack of cultural fit with the organization ultimately become frustrating hurdles.

Chatbots are evolving toward building an intelligent user-engagement hub. Read more about the latest trends and advancements in this domain.

Location: Nashville, TN
Dates: Oct 12, 2022 - Oct 14, 2022

RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.

June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.

A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.

With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.

In recognition of our human-centric bot, Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards. With real-time tracking, notifications, customer reviews, and real-time engagement, Axle™ works quickly and efficiently to get stranded drivers back on the road.

A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.

Even the smallest bit of personalization drives consumer engagement, delivers greater efficiency behind marketing spend, and ultimately grows revenue. And you may already have some personalization tools in your arsenal. Personalization, for example, can help you find the perfect gift for Mom this Mother's Day.

Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.

A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.

Concerned retailers are feeling the impact caused by recent…

Location: Ft. Lauderdale, FL
Dates: April 3, 2022 - April 6, 2022

HGS recently participated in a virtual roundtable discussion…