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New ways companies are putting data and analytics to work


Virgil Wong, chief digital officer at HGS, details how HGS PULSE™ uses data and analytics in real time to improve a contact center’s customer service and overall efficiency.

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Article originally published on StrategicCIO360
An interview with Russ Banham

Next-gen data collection and analysis tools are fast becoming a competitive necessity.

HGS, a global leader in business process outsourcing management, provided a very different success story involving the use of data and analytics to gauge contact center volume and capacity trends. “This manually generated process made it difficult to measure each center’s operational metrics to react quickly to adverse trending,” said Virgil Wong, chief digital officer at the India-based public company, which tallies more than 35,000 employees worldwide.

“The process entailed manually pulling information from disparate systems, some of them outdated and others rife with inaccuracies,” Wong said. “The data was subsequently cut, pasted, and aggregated into a report. By the time the report was produced, it was of little use in ensuring customer service was topnotch and, in situations where it was subpar, that remediating actions were taken.”

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