Whitepaper

Drive better business outcomes with contact center analytics

Step up CX with HGS Digital’s analytics solution

Contact Center analytics whitepaper cover image

Leverage HGS Digital’s contact center analytics solution for better CX

Today’s contact centers are grappling with rising customer expectations, complex outdated systems, and labor quality erosion. As businesses ramp up their commitment to create compelling customer experiences, they will increasingly depend on real-time insights to drive tangible business outcomes that deliver better, smarter and frictionless CX.

HGS Digital has defined a comprehensive framework to delivering analytics for contact centers. The framework provides a step-by-step approach for customer service organizations to implement analytics rapidly and at scale.

In this whitepaper, learn about HGS Digital’s customer experience analytics solution including an explanation of its own pyramid framework which focuses on Operational Analytics, CX Analytics, Voice of Customer/Automated QA and Custom Insights leveraging predictive models.

Inside the whitepaper

A summary of common challenges facing contact centers today
A comprehensive explanation of the HGS Content Center Analytics Framework
Key benefits of leveraging Operational, CX, Voice of Customer, Interaction and Predictive analytics
7 considerations when evaluating a contact center analytics vendor and solution

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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.