Report

Digital transformation for contact centers

Driving profitable growth in a digital age

Digital transformation for contact centers

If you can promise your customers the right answer fast every time, you can offer them something powerful. And if you can find balance between a world-class customer experience and a way to keep costs in check even at scale, you can revolutionize the way customer service is done.

HGS commissioned Canam Research to conduct a survey of customer experience leaders to better gauge and understand the behaviours and opinions of top organizations today surrounding contact centers and the customer experience. The mission of the survey, and this accompanying report, is to:

Collect and disseminate the strategies and challenges facing top customer service leaders.
Improve the value of contact centers in companies across all industries by subjecting them to the same level of evaluation that is best-practice for other departments.

Inside this report

The Omnichannel gap
Analytics
Automation
Self service
Outsourcing – a catalyst for digital transformation

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Awards and recognitions

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Our technology partners

About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.