In the news

How to make tech support faster and easier—for both customers and agents


Tom Jones, Vice President of Business Development at HGS, explores five smart solutions that help create low-effort, high-value tech support experiences for both customers and agents.

Tom Jones

Article originally published on Contact Center Pipeline
Written by Tom Jones

Five smart solutions to create a low-effort, high-value tech support experience.

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision.

These technologies aren’t intended to fully replace humans, of course. Contact centers are still very much in need of empathetic, friendly, helpful tech support agents who add a personalized touch to customer interactions and put a face and name to a brand. But these solutions make those human agents’ jobs easier by helping them find the right information quicker and get to a resolution with less effort—and that, of course, is good for the customer, too.

RECENT NEWS

Invest Northern Ireland and HGS
covid vaccine bandage

Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March…
Image of a conference room

Three ways healthcare engagement models differ from other industries

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.
Image of a man having coffee while browsing social media

Social media playbook: 7 steps to supercharge social customer care

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

RECENT CASE STUDIES