Report

Which do users say is the top contact center company?


HFS Research declares HGS “A Digital Customer Experience Thought Leader”

HFS Research top 10 best contact center companies

In late 2018, independent analyst firm HFS Research interviewed 300 users of customer engagement services. The result is a comprehensive study and benchmark of 23 top providers. They asked:

  • Is your provider agile and responsive enough to meet your on going and continuous improvement needs?
  • Are they able to intelligently innovate to meet your needs along the consumer journey?

Client references made it clear to HFS researchers that HGS was a company to watch:

  • HGS has an “excellent communication and account management approach.”
  • HGS takes a “true partner approach for contract delivery instead of a transactional one.”
  • HGS keeps clients “current on customer experience trends and innovations.”

Inside the report:

The 15-page “HFS Top 10 Front Office Customer Engagement Operations Services 2019” report enables you to:

  • Study the latest customer service trends.
  • Understand the evaluation methodology.
  • Learn about HGS’ strengths and development opportunities from independent analysts.
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HGS has taken a strong thought leadership approach to the customer engagement challenge of finding the right balance between automation, self service, and traditional interactions. HGS’s investment in developing its DigiCX™ capability and messaging to address this challenge seems to be resonating with customers, as evidenced by its #3 placement in our Voice of the Customer rankings.”

Photo of Melissa O'Brien
Melissa O’Brien, HFS Research

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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.

TMC CX Innovation Award 2020

2020 Best in Partnership award

Excellence in Customer Service Award 2020

Logo of IAOP Best of Global Outsourcing award

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