Whitepaper
Drive better business outcomes with contact center analytics
Step up CX with HGS Digital’s analytics solution
Today’s contact centers are grappling with rising customer expectations, complex outdated systems, and labor quality erosion.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.
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.
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