Insights

White papers, eBooks, and more


Customer experiences, business process optimization, and digital transformation

WHITE PAPER

Beyond measure: Making social care count

In a KPI-driven world, a successful social media strategy must align with top-priority business goals.

WHITE PAPER

How to define automation success and communicate ROI

Effectively calculating ROI of automation implementations includes taking into consideration key factors such as productivity, cost savings, time savings, compliance and data quality. …

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ANALYST REPORT

HGS recognized as a leader in Gartner 2021 Magic Quadrant for Customer Service BPO

HGS acknowledged for its ability to execute and completeness of vision.

WHITE PAPER

10 steps to launch a Work-at-Home solution

Maintain operations from an expanded, unlimited footprint

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PLAYBOOK

5 strategies for managing a contact center work at home solution

Industry leader HGS has developed a set of best-practice strategies to help ease the transition of remote contact center management style.

WHITE PAPER

A business process outsourcing partner who designs, builds, and operates effortless customer & agent experiences.

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WHITE PAPER

Definitive cloud governance guide: 11 tenets of cloud strategy

Rethinking enterprise account organization models is critical to improved Cloud governance. Today’s cloud providers are adding robust features to their catalogs to facilitate isolating workloads in Organization Units. …

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WHITE PAPER

Innovating analytics in customer care beyond the voice of the consumer

WHITE PAPER

Five strategies for effectively managing a Work-at-Home solution

While your customers receive the same level of support from virtual employees that those in a contact center provide, remote workers require a different type of management style.

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REPORT

Rely on a recognized CX leader

HGS has been declared a Leader among its customer experience (CX) peers in the ISG Provider Lens™ – Contact Center – CX Services 2020 report.

WHITE PAPER

Delivering stellar and superior CX with an omnichannel bot

Today’s next-level chatbots are playing an essential role in delivering optimized customer experience— and they are increasingly invisible doing it…

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REPORT

Count on a star performer!

Everest Group has recognized HGS as a Major Contender and Star Performer in the Everest Group PEAK Matrix® for Healthcare Payer Operations Assessment 2020.

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REPORT

Which vendor is best positioned to help Retail and CPG brands increase CX?

Market analysis: CX series in retail and consumer packaged goods

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E-BOOK

The top 10 customer experience trends of 2020

…Brands, outsourcers, and technology partners are all working hard to find ways to drive transformation, amazing CX, and efficiency….

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TRENDS: Healthcare

20/20 vision: 9 trends at the heart of tomorrow’s healthcare

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WHITE PAPER

Leveraging data to lower roadside assistance expenses

Truck breakdowns historically have been nightmarish events involving a flurry of phone calls with drivers’ fleet supervisors and service truck companies and exhaustive logistics on the whereabouts of the breakdown events. …

WHITE PAPER

Rewire the digital customer experience

In today’s reputation economy, getting the digital customer experience right is essential to your survival. Brands need to remember that experiences are not logical, they are emotional….

WHITE PAPER

DevSecOps: Building secure enterprise applications, at speed

Customers are demanding better applications, faster. As high velocity application development becomes an organizational priority in response to customer demand, so too does security. …

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WHITE PAPER

Big data: Better data driving ROI with contact center advanced data analytics

Advanced data analytics serves as a direct link for contact centers to both improve operational performance and gain a 360-degree view of customers.

WHITE PAPER

How to design an effective customer self-service portal

Learn the right way to build, implement and optimize a self-service option for customers – as well as some of the ways it can go wrong.

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WHITE PAPER

Prepare to protect: Creating an effective social media crisis plan

A faulty product, a marketing campaign gone wrong, or a slip of a tweet. It happens to the best of brands. A social media crisis can happen at any time, so preparation is key. …

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WHITE PAPER

Recover lost revenue

Leverage Artificial Intelligence to automate your revenue cycle.

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WHITE PAPER

Today’s BPO partner caters to BFSI with smart automation, self-service, and a 360-degree view

Sweeping market change and disruptive innovation, such as Robotic Process Automation (RPA), have set the stage for opportunity in the financial services industry….

WHITE PAPER

Tips for integrating AI, bots, and analytics ahead of peak holiday season

Contact center managers across North America prepare for the busiest time in retail – holiday peak season…. But, as a result of the proliferation of artificial intelligence (AI), automation, and chatbots, tides are turning in retail.

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WHITE PAPER

Leveraging bot technology to enhance the customer experience

Customer experience management has evolved sharply over the past decade. In many ways UK enterprises are leading this charge, alongside their outsourcing partners. New, interactive technologies such as Bots, have the potential to revolutionise how contact centre interactions are delivered, but also carry risks.

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WHITE PAPER

Effectively managing the volume of social media activity

As requests for issue resolution via social channels increase, brands must combine tech with talent to meet online customer demand.

WHITE PAPER

Using AI (not just NPS®) to improve the contact center customer experience (CX)

This white paper provides an in-depth insight on how integrating Artificial Intelligence along with NPS® helps in improving contact center customer experience.

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WHITE PAPER

The journey to resilience

Insurance organizations enable their customers to live life confidently, maximize financial and physical health, and improve personal resilience. The irony is that, while insurance policies are designed to…

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WHITE PAPER

Hyper-personalize CX using customer data platforms

Disaster-proof your business data on the cloud. Explore the white paper to leverage cloud-based disaster recovery systems for effectively handling disasters and ensure holistic protection of enterprise data.

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WHITE PAPER

Selecting a retail CRM system: Must-read guide

This comprehensive guide will help retailers properly assess and evaluate retail CRM systems to select the best solution for their business needs.

WHITE PAPER

Level-up cybersecurity and thrive in the digital era

Download our recent whitepaper and get an in-depth overview of the latest cybersecurity landscape and how your business needs to scale up to understand and defend your data against pervasive cyberattacks.

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WHITE PAPER

How to create an enterprise mobile strategy

A complete guide on how to create an Enterprise Mobile Strategy for your business, which will help you build an empowered, more efficient workforce and increase revenue and profitability.

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WHITE PAPER

The complete guide to evaluating customer data platforms

This comprehensive guide will help organizations properly assess and evaluate CDP systems to select the best solution for their business needs…

Transforming Marketing whitepaper cover image

WHITE PAPER

Transforming the marketing department for the digital age

Marketing has evolved as the most important strategic function for global organizations and is becoming an integral part of an organization’s long-term strategy.

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WHITE PAPER

Disaster recovery and the viability of a cloud-based solution

In this digital economy, data is the currency. And you don’t want to lose your currency. Cloud solutions make it easy to manage and back up data in the event of a disaster.

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WHITE PAPER

Everything you need to know about customer data platforms

As marketing organizations look to gain efficiencies and target customers in parallel, Customer Data Platforms (CDPs) truly are a marketer’s best friend…

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WHITE PAPER

DevOps and cloud: A dynamic duo to accelerate your business performance

Leverage DevOps to build and deploy IT applications on multi-cloud environments with speed and accelerate customer experience innovation.

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WHITE PAPER

Machine learning 101 for savvy retail marketers

This white paper outlines strategies and tactics for marketers to make the best use of machine learning in creating a data-powered retail organization.

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