Report

Digital transformation for contact centers


Driving profitable growth in a digital age

Image of Digital Transformation for Contact Centers report cover

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

Download now

Complete the form below to download the report.




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

Our technology partners

Microsoft logo
Twilio logo
Khoros logo
Automation Anywhere logo
Sprinklr logo
Progress logo
Zappix logo
Hashicorp logo
Adobe logo
IBM Registered Business Partner badge
AWS logo
Salesforce logo
ContenStack logo
Contentful logo
UiPath logo
Oracle logo
Tealium logo
Treasure Data logo
Lytics logo
Glance logo
Genesys logo