Tag Archive for: Contact center

One love, two CX superstars: A “Decade Duo” reflects on 10 years of success at HGS Jamaica

June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.
Piggy bank drowning in water

How to handle increased customer vulnerability

A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.
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How do I operate effectively in a remote environment?

Today's contact centers must adapt to a new remote environment to support both employees and customers.
A group of individuals at a white board brainstorm about the need for a customer data platform

Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.

Tag Archive for: Contact center

Image of agents working at a call center

Contact center migration: Creation of contact flows achieved with Amazon Connect

For the world's largest ecommerce company, HGS Digital migrated a complete contact center within 30 days using Amazon Connect.

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