Digital transformation for contact centers

Driving profitable growth in a digital age

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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.

Silver award - Stevie Winner 2022

2020 Best in Partnership award

Excellence in Customer Service Award 2020

Logo of IAOP Best of Global Outsourcing award

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