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

As this year’s holiday shopping season quickly approaches,…

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.

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…

As organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge

According to the CDC, one in four adults in the United…

The Biltmore Miami
Miami, FL
November 17-18, 2021

Over the last 15 months, we’ve witnessed organisations pivot…

Online
September 27-29, 2021

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…

Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.

More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.

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.

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.

In 2020, the COVID-19 world health crisis impacted nearly every…

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.

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.

Cognitive contact centers use artificial intelligence (AI) to…

A CIO's guide for choosing the right cloud services provider.…

If I was paid a £ for every time “reduce cost” was the answer…

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How…

With mobility now becoming an essential element of personal and…