In the news

Four digital technologies that will transform the customer experience


Yasim Kolathayil, Vice President of Artificial Intelligence and Insights at HGS Digital.

Photo of Yasim

Article originally published on Forbes
Written by Yasim Kolathayil

The contact center has traditionally been a necessary evil for organizations. Companies look at them as a cost center, and they will be the first on the chopping block when a financial crisis or downturn hits. Ironically, the contact center is typically the first thing customers encounter when dealing with a company. Here are some common challenges facing customer service organizations.

Growing number of channels: Consumers use an average of 10 channels to communicate with a brand. Companies struggle to stitch data across all these channels to provide a contextualized and personalized experience for customers.

Attrition: Contact centers are heavily people-dependent, and attrition has been a huge problem. On average, it costs $4,000 or more to hire an agent and an additional $4,800 or more to train them. The average annual turnover rate for agents in the U.S. contact centers ranges from 30%-45% (i.e., approximately half of the trained agents walk out of the door indicating the magnitude of the problem).

RECENT NEWS

HGS brand graphic
HGS Everest Pledge

HGS joins the Everest Group pledge

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

The significance of omnichannel CX in business

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

Addressing the needs of vulnerable customers: HGS’ inclusive contact centre solution

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.
Industries and verticals who can benefit from robotic process automation
Autonomous CX vs. CX Automation

What is autonomous CX – Is it different from CX automation?

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

5 Ways Rewarding Employee Experience Improves CX

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

RECENT CASE STUDIES

HGS