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. Read more>>>

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, Read more>>>

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 Read more>>>

The COVID-19 pandemic has sped up the adoption of key trends over the last decade: moves towards a better work/life balance, a digital transformation, an increase in “doing good” with emphasis on diversity, equity and inclusion, and corporate social responsibility the list goes on. It has also shifted the way businesses operate and plan. A recent Read more>>>

VIOLET PEREDA AUGUST 4, 2021 Agent attrition has always been a huge issue in the contact center industry. High turnover plagues BPO’s around the world for various reasons – high burnout, a stressful environment, abusive customers, lack of training, low pay, inflexible schedules… In response, the industry bends over backwards to offer incentives Read more>>>

Concentrix hosted our first Environmental Sustainability Roundtable on July 16, 2021, bringing together a group of like-minded clients for some good, green conversation . This virtual event was dedicated to providing a catalyst for sustainable development, fostering partnerships, sharing best practices, and looking for ways to collaborate on sustainability Read more>>>

Author: Clémentine Gauthier In 2001, the United Nations established June 20 as World Refugee Day, in recognition to the strength of the refugees who have fled conflict and persecution in their country, hoping to rebuilding their future across borders. Leaving behind family, friends, work, and home is never an easy decision. In the process of abandoning Read more>>>

Are you getting as much out of Salesforce in the Contact Center as you should be? If you suspect your answer to that question is “no”, you’re far from alone. While Salesforce has the potential to totally transform customer experience by automating processes, streamlining workflows, and supporting customer service agents, those outcomes don’t just Read more>>>

The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors have changed and changed again—often on the fly. Customer preferences have adjusted. Brand loyalties have been called into question. In some ways, today’s retail customers have become altogether new for the brands that serve them. This Read more>>>