HGS India

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

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

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

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

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 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.

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.

When it comes to digital transformation, it’s no wonder that…

Today's contact centers must adapt to a new remote environment to support both employees and customers.

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…

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…

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.

If we look at the CEO mandate in most annual reports, there…