Whitepaper

Using AI to improve the contact center customer experience

Harvest more insights, refocus quality assurance teams, improve first-call resolution, improve CX in real-time, and increase NPS^® scores and revenue

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Insight 1

Overreliance on NPS^® may limit CX improvement efforts

Fewer than 3% of customers take the NPS^® survey. Most customers who take the survey are either detractors or promoters. NPS^® is a lagging indicator and not immediately actionable.

Insight 2

AI can help improve the CX alongside NPS^®

AI can improve overall CX through personalization, increase operational efficiencies by automating repetitive tasks, and drive revenue by acquiring and retaining customers, up-selling, and cross-selling.

Insight 3

AI and automation empower contact center QA specialists

AI-powered dashboards can automatically provide contact center QA specialists with real-time call summaries, sentiment, drivers, transcripts, recordings, and recommended improvements.

Insight 4

AI can drive contact center quality, CSAT, FCR, and financial improvements

AI with speech-to-text analytics enable real-time quality improvements, increase CSAT, identify call drivers, calculate first contact resolution (FCR) metrics, and train agents based on sentiment analysis.

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Awards and recognition

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

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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.