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Concerned retailers are feeling the impact caused by recent global supply chain issues. Cargo vessels filled with shipping containers of merchandise are anchored offshore at major U.S. ports, yet those goods aren’t reaching store shelves due to a lack of workers to unload the ships, warehouses that are already at maximum capacity, as well as a massive truck and driver shortage. Customers are disappointed to find that many products are out of stock in their favorite shops and that the delivery dates for online orders are potentially delayed. This causes an onslaught of customer inquiries around product availability and delivery status tracking, especially around ...
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The last time you needed customer service, did you immediately contact the company by phone, email, or chat, or did you first dig around online a bit to see if you could find the solution yourself? Now consider the service channels your company offers. Have you seen a recent uptick in the use of self-help options? Perhaps many of your customers are receiving fast resolutions themselves, without ever interacting with a live representative. But for those who hit a roadblock, someone should always be there to quickly step in and help complete the task. The rise of self-help The use of unassisted self-help solutions continues to rise, according to the ...
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The 2020 pandemic imposed a new reality on contact centers turning its business model upside down. While initially thought to be a short-term solution to an unexpected crisis, remote work is here to stay. Forrester research revealed remote work is expected to spike by 300% by the end of 2021 while another survey found that only 7% of contact center leaders anticipate returning to the traditional contact center model through 2025. In this fifth article in the “Digital RX for CX” series that focuses on solving contact center pain points Tim Schuh , President-Digital Strategy, HGS Digital and Marco Colaiacovo , Senior ...
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The divide between the reel and real world is fast closing. The metaverse, a concept first depicted in the iconic The Matrix movie more than 20 years ago, is becoming a reality as brands look to merge the real and digital worlds into one, driving the next gen version of the internet. Just what is the metaverse? It is a vision for a new environment to interact with other humans and bots to play games, conduct business, socialize and shop. Best described as a 3D World Wide Web, the metaverse aims to mimic the physical world with a digital facsimile and combines a myriad of technologies including but not limited to augmented reality, mixed reality, livestreaming, ...
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About this online panel discussion As brands continue to navigate the new and evolving landscape of buying behaviours, understanding digitally driven and unprecedented peak-demand trends is imperative to remain competitive. How can organisations ensure they’re addressing potential challenges and leveraging the opportunities presented by the ‘new normal’ of buying habits? During this interactive 45-minute session, HGS invites a panel of CX industry experts to provide comment and analysis on the critical factors impacting this area of change. The online event will offer real-life examples and actionable insight into methods for combining technology and people ...
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HGS recently participated in a virtual roundtable discussion entitled “Leveraging Creative Contracts to Drive CX Transformation Outcomes,” sponsored by Everest Group and hosted by SVP, Business Development Chris DeLambo . Everest Vice President David Rickard and Parikshit (PK) Kalra , SVP, Head of Client Solutions & Capabilities, served as panelists during the discussion. Read on for notable insights and discussion points shared during the 90-minute virtual event. The event kicked off by discussing what digital transformation looks like for the CX industry. Here’s the current landscape and what’s on the horizon: In today’s CX ...
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As this year’s holiday shopping season quickly approaches, concerned retailers are bracing for the impact caused by recent global supply chain issues. Cargo vessels filled with shipping containers of merchandise are anchored offshore at major U.S. ports, yet those goods aren’t reaching store shelves due to a lack of workers to unload the ships, warehouses that are already at maximum capacity, as well as a massive truck and driver shortage. Customers will be disappointed to find that many products on their gift lists are out of stock in their favorite shops and that the delivery dates for online orders are potentially delayed. This will inevitably cause an onslaught ...
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Article originally published on Hospitality Technology Written by Dan Fernandez Shared by HGS in Press Coverage While travel and hospitality companies work to build back their onsite, face-to-face employee base, a concurrent need is to implement a smart CX strategy that attracts crucial behind-the-scenes support. Smart customer experience brands are addressing today’s staffing challenges by finding a balance between the use of automation and people to engage with travelers at all stages of the customer journey. Blending “Bots&Brains™” is an approach to striking the optimal customer experience with agents who can be ...
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HGS Digital and Twilio implement on-cloud solution for consumer electronics giant in 27 days. Overview When a large U.S. consumer electronics company needed an office-to-home migration with CRM integration in the midst of the COVID-19 pandemic, HGS Work@Home and Twilio drove a rapid transformation in a record time of 27 days, saving $50K for the client. $50K saved moving from on-prem to on-cloud 27 Days record turnaround time 85+ % CSAT consistently met or exceeded Client background This large U.S. consumer electronics company specializes in home entertainment for the modern, connected ...
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HGS delivers a decade of first-class customer experience for CPG brand True innovation is a journey, not a destination. That’s something one consumer packaged goods company learned in 2011 after embarking on a cross-country search for a partner that would help them elevate their customer experience. After visiting four potential partners on both coasts, the company landed in America’s Heartland – Peoria, IL – where HGS would spend the next 10 years helping the brand soar. During the course of its decade-long partnership, HGS has helped this innovative brand expand the channels through which it communicates with customers; ...
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Overview This company was looking for a cost-effective solution to tap into the revenue stream of smaller accounts (cattle product stores and pet health clinics) that weren’t serviced by field sales reps. HGS created an inside sales team and used value selling to generate additional sales for the client. $2.23M increase in pet health YoY sales $1.4M in sales at cattle feed stores 400 hours saved for field sales team Client background The client is an American animal health and pharma company that produces medicines and vaccinations for pets and livestock. They believe in helping pets and food animals lead healthy, ...
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Overview The client is an agriculture giant who chose HGS’s scalable contact center support to help contain costs and provide sales support functions that allows their field sales team to more efficiently engage key customers. HGS’s inventory automation, process efficiencies, and claims support led to $11M in savings, 30 sales hours saved per week, and 50% reduction in order processing time. $11M in cost savings through outsourcing 50 % reduction in order processing time 30 hours per week saved for sales team Client background The client is a rapidly growing, sustainable agriculture company. Business challenge ...
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March 11, 2021 According to a 2020 Walker study , the top business priority for the next five years is customer experience—because 86% of buyers are willing to pay more for a great experience. In an Outsourcing World Summit 2021 presentation for the International Association of Outsourcing Professionals ( IAOP ), Andrew Kokes, HGS Global Head of Marketing, and Lauren Kindzierski, HGS VP of CX Marketing, shared valuable insights regarding how contact centers must combine the right people, processes, and technology so that each interaction is a positive experience for both agent and customer. A Modern CX is an AI-powered, omnichannel, and context-aware ...
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May 21, 2021 As brands transform and move to an increasingly digitally led customer experience fueled by their customers’ demands for more effective self-service channels, it’s no surprise that they’re also changing what they require from their outsourcing partners: technology and analytics-based transformation with increased ROI and CSAT. HGS’s Chris DeLambo , SVP Business Development & Channel Partnerships, and Parikshit Kalra , SVP, Head of Client Solutions & Capabilities, recently led an interactive Executives in the Know CRS Virtual Coffee Talk conversation focused on contracting with an outsourcing partner in innovative ...
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June 3, 2021 As the COVID-19 pandemic intensified around the world in March 2020, an American consumer electronics company needed offshore, remote help providing technical support for issues regarding smart TVs, sound bars, and streaming apps. Sherri Schmidt , HGS Director of Global Account Management, shared the details of how HGS successfully delivered an urgent offshore work-at-home solution for a new client at the height of a global health crisis. What was the client’s business need? At the beginning of the pandemic, many contact centers around the globe were forced to close their doors due to safety and compliance concerns. This caused ...
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July 9, 2021 Over the last 15 months, we’ve witnessed organisations pivot their operating models to enable their teams to work from home. As things slowly start returning to the way they were before the pandemic, many have begun to ask the question—what is the future of work? According to Bloomberg , 63% of employers expect to implement hybrid work policies in 2021, a statistic published amidst several statements from the likes of Lloyds, which announced they will reduce office space by 20% in the next 18 months. This sentiment is echoed by HSBC, which plans on reducing office space by 40% as more people choose to work from home rather than ...
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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, ...