An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.

Consumers are providing brands with more personal data than…

Donna Martin SVP Healthcare Business Developme…

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

Donna Martin SVP Healthcare Business Developme…

In recent years, the healthcare industry has increasingly…

Donna Martin SVP Healthcare Business Developme…

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Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.

As the COVID-19 pandemic intensified around the world in March…

Healthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.

As brands transform and move to an increasingly digitally led…

HGS Digital is partnering with Twilio, the leading cloud…

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.

Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.

U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.

Today’s companies are constantly flooded with loads of valuable…

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.

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

“If you want to go fast, go alone. If you want to go far, go…

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.

At the heart of all great customer engagement strategies is empathy – especially in healthcare. COVID-19 has created an opportunity for a CX reset that fully recognizes customer emotions.

Healthcare has room to grow in providing a B2C social media experience for members/patients and, for several reasons, should pick up the pace of adoption.

Donna Martin SVP Healthcare Business Developme…

Donna Martin SVP Healthcare Business Developme…

Donna Martin SVP Healthcare Business Developme…

Are you harnessing the benefits of your social media customer…

To keep up with the demands of organizations’ ever-changing…

Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization…