40 
Ready to modernize your contact center? Assess trends with care
HGS
JANUARY 25, 2021
Ready to modernize your contact center? Assess trends with care. Tis the season for contact center trends, predictions, and “must-watch” lists.
HGS
HGS Harvests Gold at CCW Awards Ceremony
HGS
JULY 12, 2017
Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog. BPO Contact Center Customer Experience Customer Service Awards Digital Customer Experience Teamwork Contact Center Awards outsourcing self service
Join 35,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
HGS Harvests Gold at CCW Awards Ceremony
HGS
JULY 12, 2017
HGS Harvests Gold at CCW Awards Ceremony. Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing. In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We
Creating Brand Distinction, Optimizing CX with Channel Management
HGS
MAY 9, 2018
Creating Brand Distinction, Optimizing CX with Channel Management. By Anup Sukumar, Sr. Manager – Business Development. Today, “brand” is defined many ways—it could be a corporation, product, service, or person. Brand management is the process of recognizing the core value of a particular brand and communicating it to targeted customers, and it is a staple of the market.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
How Digital Transformation Is Reshaping Every Industry
HGS
JULY 5, 2018
How Digital Transformation Is Reshaping Every Industry. By James Waite, HGS Head of Marketing, Europe. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry. Back in the 1990s, the biggest mobile phone company in the world reshaped how mobile phones were used. After leading the market through the close of that decade, the company steadily declined, due to slow-to-change technology and service.
I See You: Staging Better CX, Using VideoHGS JUNE 20, 2018 I See You: Staging Better CX, Using Video. By Mandeep Singh Kwatra, HGS Vice President, Solutions and Capabilities. HGS recently released a white paper on this year’s top 10 trends in customer service. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Here, we dissect CX Trend No.3:  3 Ways Social Media Can Make (or Break) Your CXHGS JUNE 11, 2018 3 Ways Social Media Can Make (or Break) Your CX. By Scott Yates, HGS Operations Director. Are you taking your social media strategy as seriously as you should? Imagine you’re a Fortune 100 company spending millions on marketing to create and support your brand, but you don’t prioritize social media support.  3 Ways Healthcare Engagement Models Differ from Other IndustriesHGS MAY 22, 2018 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Now it’s time to walk the talk, with many watching and learning from disruption like the up-and-coming Berkshire-Amazon-JP Morgan venture.  How Government Can Better Embrace Digital Customer Service ChannelsHGS MAY 20, 2018 How Government Can Better Embrace Digital Customer Service Channels. By Rob Irons, Head of Public Sector, HGS. Speak to any customer service focused organisation and they will enthusiastically tell you about how digital channels are transforming their customer services to deliver faster, more accurate information and assistance to their customers 24/7, via any channel.  How Call Lifecycle Details Help Increase Customer SatisfactionAdvertisement Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
|
What Is Omnichannel CRM?
HGS
MAY 17, 2018
What Is Omnichannel CRM? . No matter how much blood and sweat is dedicated to creating a seamless customer experience, breakthrough success is only achieved if and when the business keeps a close tab on their customers, tracking their interests, and predicting their next move. And that’s because the latest tech and devices are integral to the daily lives of today’s customers, who are internet-savvy, impatient, and very busy.
What Is Good Customer Service? Start with Answers to 5 Questions
HGS
APRIL 24, 2018
What Is Good Customer Service? Start with Answers to 5 Questions. By Joanne Morrison, HGS Head of North American Marketing. The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” As indicated by research, don’t be blinded by the rush to get to that last stop. In other words, do you think your company’s customer service is better than it really is? If so, there’s some solace in the fact that you’re in good company.
4 Customer Service Lessons from the Equifax Cyberattack
HGS
SEPTEMBER 12, 2017
4 Customer Service Lessons from the Equifax Cyberattack. Lara Kleinert VP of Business Development. On Sept. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. As a customer experience professional, you can’t always control website vulnerabilities; however, when security breaches happen, you’re responsible for handling customer concerns.
4 Customer Service Lessons from the Equifax Cyberattack
HGS
SEPTEMBER 12, 2017
As a CX professional, when security breaches happen, you’re responsible for customer concerns. Your company will be defined by its response. The post 4 Customer Service Lessons from the Equifax Cyberattack appeared first on Team HGS Blog. BPO Contact Center
6 Ways to Secure (More Of) a Budget for Your Customer Education Program
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Adapting Value-Based Principles to the Patient Contact Center
HGS
SEPTEMBER 6, 2017
Today's healthcare organizations are competing to gain and retain patients. A modernized contact center is critical to differentiate your organization. The post Adapting Value-Based Principles to the Patient Contact Center appeared first on Team HGS Blog. BPO Contact Center Health Care Healthcare
Adapting Value-Based Principles to the Patient Contact Center
HGS
SEPTEMBER 6, 2017
Adapting Value-Based Principles to the Patient Contact Center. Dan Schulte, Senior Vice President, HGS Healthcare. Hospitals and health systems have made considerable investments in financial, clinical and technological processes that will support an evidence- and quality-based patient-centric healthcare experience. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center.
How Contact Centers Impact Patient Experience
HGS
OCTOBER 4, 2017
A modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage. The post How Contact Centers Impact Patient Experience appeared first on Team HGS Blog. agents Contact Center Health Care Healthcare
How Contact Centers Impact Patient Experience
HGS
OCTOBER 3, 2017
How Contact Centers Impact Patient Experience. By Donna Martin, HGS Senior Vice President, Business Development, Global Healthcare. Hospitals and health systems are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why a modernized patient contact center is critical both for differentiating your organization from the competition and for preventing revenue leakage. How is your organization leveraging this critical contact point ?
The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Expert Perspectives: Digital Insights from HfS Research Director
HGS
FEBRUARY 1, 2017
Expert Perspectives: Digital Insights from HfS Research Director. Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service.
Expert Perspectives: Digital Insights from HfS Research Director
HGS
FEBRUARY 1, 2017
Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital [.]. The post Expert Perspectives: Digital Insights from HfS Research Director appeared first on Team HGS Blog. BPO Contact Center Customer Service Artificial Intelligence
Disrupter No. 7: Social Profiling
HGS
OCTOBER 26, 2016
Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect Disrupter No. 7, Social Profiling, highlighting essential CX strategies. .
Disrupter No. 7: Social Profiling
HGS
OCTOBER 26, 2016
By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [.]. The post Disrupter No. 7: Social Profiling appeared first on Team HGS Blog. Contact Center Customer Experience customer satisfaction Customer Service customer persona customer profiles customer relationship management social channels
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
3 Ways the Cloud Opens Horizons for CX
HGS
AUGUST 3, 2016
3 Ways the Cloud Opens Horizons for CX. Posted by Subramanya C, Chief Technology Officer, HGS. Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements and cost reduction to business communication and supply chain management efficiencies, the cloud is a game changer. How does cloud technology drive breakthrough CX transformation ?: The cloud can better prepare companies to provide optimized CX, across channels.
3 Ways the Cloud Opens Horizons for CX
HGS
AUGUST 3, 2016
Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements [.]. The post 3 Ways the Cloud Opens Horizons for CX appeared first on Team HGS Blog. Cloud Contact Center Customer Experience customer satisfaction Customer Service could solutions custexp cx
Managing Knowledge Transfer During Contact Center Outsourcing Transition
HGS
SEPTEMBER 30, 2015
Managing Knowledge Transfer During Contact Center Outsourcing Transition. Posted by Marsha Eisnor. Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time or a migration of business from one outsourcer to another, knowledge transfer can be a big risk factor for both a successful transition and steady state operations.
Managing Knowledge Transfer During Contact Center Outsourcing Transition
HGS
SEPTEMBER 30, 2015
Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog. agents call center Contact Center employee engagement
Customer Engagement Is a Two-Way Street
Advertisement
Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know
HGS
JUNE 17, 2015
Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Posted by Krithika Srivats. As we noted in our May 13 post , Part 1 of our series on this topic, healthcare consumerism is stepping up the game for all stakeholders, specifically, buyers who are actively advocating for care and their own health decisions. These consumers are bringing their perspective from other areas of their lives—like retail and financial services.
Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know
HGS
JUNE 17, 2015
Posted by Krithika Srivats As we noted in our May 13 post, Part 1 of our series on this topic, healthcare consumerism is stepping up [.]. The post Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know appeared first on Team HGS Blog. Contact Center Customer Service Health Care Uncategorized Healthcare
The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value
HGS
MAY 27, 2015
The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Posted by Matthew Vallance. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered.
The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value
HGS
MAY 27, 2015
Posted by Matthew Vallance Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel [.]. The post The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value appeared first on Team HGS Blog. call center Contact Center Customer Service Outsourcing outsourcing
The Executive's Guide to Building a Community Team
Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting
Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.
Escape the Contact Center Paradox: Narrow your Focus
HGS
MARCH 18, 2015
Escape the Contact Center Paradox: Narrow your Focus. Posted by Ross Duff. Today’s information overload is at an all-time high. The Business Process Outsourcing (BPO) industry, in particular, is an information-intensive world. So much so that the various masses of data can camouflage what is most important and distract finite resources away from a business’s performance cornerstones.
Ask the Experts: Predictions for the Future of Customer Experience
Team HGS
MAY 2, 2018
Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands.
How to Disrupt Your Competition
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.
Amazing Business Radio: Rafi Glantz
ShepHyken
FEBRUARY 23, 2021
Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible.
8 Contact Center Trends to Watch in 2020
Advertisement
In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
Let's personalize your content