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‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle . The Gartner Hype Cycle summarizes the latest industry innovations and places them on a scale of “innovation trigger,” “peak of inflated expectations,” “trough of disillusionment,” “slope of enlightenment,” and “plateau of productivity.” Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language ...
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Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and lasting competitive advantages. According to a Harvard Business Review report, 44% of enterprises are acquiring new customers and increasing revenue as a result of adopting and integrating customer analytics, while 58% are seeing a significant increase in customer retention and loyalty. To improve your contact center operation, consider the many ways analytics can ...
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COVID-19 has changed the traditional contact center dynamic forever. Today’s workers demand flexibility and work-life balance. Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center. Agent self-scheduling makes you more attractive as an employer. Offering agents the ability to select a more palatable schedule or more convenient shift lengths that align with familial obligations, hobbies, and educational pursuits is a recruitment differentiator. ...
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The COVID-19 pandemic has sent thousands of employees home this year, and while many are eager to return to their actual workplaces, others are fully embracing t he remote job lifestyle. To ensure success, companies must hire the right applicants—those who understand the work-at-home culture and what it takes to operate outside of the office. Recognize that some people forced home by the pandemic will always work better in a brick-and-mortar environment. It’s no secret that some employees struggle with productivity when they’re not physically reporting into an actual facility. Many organizations will want to keep their people home permanently, ...
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As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as well as deliver quality care during this public health crisis, HGS is providing clients with up-to-date communications and offering proactive solutions to keep daily operations going with minimal interruption. Employees First HGS has implemented heightened health and safety precautions at our global sites, including on-site nurses in some centers. Employees are ...
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It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry needs to realize customer experience isn’t just about a single interaction with the brand. A new report by LIMRA and NEOS, Next-Level Customer Experience: How Do Insurers Get There?, looks at insurers’ challenges and opportunities delivering CX to today’s standards. According to the study, the three top objectives for customer experience programs at life insurance and ...
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Why is Jamaica such a desirable nearshore customer service support location? On November 20, HGS hosted a webinar featuring speakers to address just that. Our attendees heard about the benefits of Jamaica nearshoring from three experts: Gloria Henry, President of the Business Process Industry Association of Jamaica; Roger Williams, National Outsourcing Coordinator for JAMPRO; and Anand Biradar, Head of HGS Jamaica. We kicked off this educational session with a poll taking the pulse of attendees’ understanding, with “How familiar are you with Jamaica as a consumer support location?” A total 67% of our attendees responded “Moderate,” with 22% considering ...
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At our October 17 webinar , “How To Deliver EPIC Social Media Engagement?” HGS VP of Marketing Lauren Kindzierski and HGS Director of Social Care Practice Amanda Sternquistbshared up-to-the-minute social strategies for achieving faster response times, increasing response rates, using artificial intelligence (AI) to identify and remove nonactionable posts, and training agents. The webinar started with a level-set on pain points. For our first webinar poll, our experts posed this question, “What is your number one challenge managing social media today?” And half of our attendee’s referenced talent that is stretched too thin, answering “Volume of social engagements ...
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This HGS blog should help you answer these key questions: How can our company create a data strategy to personalize our customer experience? What technology works best for personalization of customer data? How do you measure customer data personalization? It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. However, many organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. Where do the answer s lie? Attendees found out more at our July 18 # webinar , with insights from our own ...