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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 expe rience—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 ...
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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, ...
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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 ...