In the news

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.

Photo of Virgil Wong

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“The process entailed manually pulling information from disparate systems, some of them outdated and others rife with inaccuracies,” Wong said.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.”

RECENT NEWS

Quantifying Efficiency Gains and Customer Satisfaction with Analytics

Quantifying Efficiency Gains and Customer Satisfaction with Analytics

By harnessing the power of analytics, businesses can delve deep into the intricate web of customer behavior, paving the way for informed decision-making.

Optimizing eCommerce Customer Journey with CX Consultants

The eCommerce customer journey is a dynamic process that takes customers through a series of stages, each crucial in shaping their overall experience.
Decoding Terraform's Best Practices

Decoding Terraform Best Practices

Know about Terraform’s best practices and why developers are more inclined towards using Terraform to build a digital infrastructure.
AI and Data: Bridging the Gap

AI and Data: Bridging the Gap Between Vision and Reality

Without good data, AI projects can lead to failure or suboptimal performance. Learn how to prepare your data estate for AI.
The Emotional Hook: How UX/UI Design Makes Us Fall in Love with Products

The Emotional Hook: How UX/UI Design Makes Us Fall in Love with Products

Discover how a good and strong UX/UI design can successfully drive emotional engagement.
Chicago, USA - Cloud Gate also Called "The Bean"

Build for the future – Chicago – June 2024

Location: Chicago, IL
Date: June 25, 2024
Learn how RPA automates repetitive tasks and optimizes customer journeys for happier clients & agents.

Optimizing Experiences Using Robotic Process Automation

Learn how RPA automates repetitive tasks and optimizes customer journeys for happier clients & agents.
The Role of Customer Service in eCommerce

The Role of Customer Service in eCommerce

Discover the role and importance of exceptional customer service in boosting eCommerce sales.

Navigating the Evolving Landscape as a Solution Architect

Explore key strategies for solution architects to adapt and excel in an ever-changing technological landscape.

RECENT CASE STUDIES