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.

outsourcing 100

outsourcing Contact Center Management Coaching 100

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.

Sales 100

Sales Technology Customer Care Management 100

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. .

Construction 100

Construction Personalization Surveys Feedback 100

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.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

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 are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global

outsourcing 187

outsourcing contact center associations Self service industry standards 187

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.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

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.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

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.

Contact Center 100

Contact Center Healthcare Business Process Outsourcing Self service 100

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?

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

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.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

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.

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Management Brand ambassadors Self service Marketing 113

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.

CRM 100

CRM Analytics Marketing Customer Experience 100

HGS

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.

Government 100

Government Customer Service Chatbots Self service 100

HGS

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.

Healthcare 100

Healthcare B2C Government Analytics 100

HGS

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. Your customers are driven to your social media pages—but once they get there, they don’t find 24x7 empathy-building communication or proud, positive brand representation, and a fast, solutio

Feedback 100

Feedback Education Customer Care Marketing 100

HGS

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: Smartphone Video Camera Support Is a Gamechanger, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT

Upselling 100

Upselling Average Handle Time Education Customer effort 100

HGS

JUNE 28, 2018

Assessing Your Outsourcing Services Maturity. By Donna Martin, Senior Vice President, HGS Healthcare. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. These partnerships speak to the dramatic shifts in how health plans are sold and purchased today, but also to the maturity of the business process outsourcing (BPO) industry itself.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

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.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Marketing Technology 100

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.

Contact Center 100

Contact Center outsourcing Call Center Customer Service 100

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.

Healthcare 100

Healthcare Contact Center Customer Service 100

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.

outsourcing 100

outsourcing Contact Center Management Employee engagement 100

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.

Technology 100

Technology Cloud contact Contact Center Customer Service 100

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.

Customer Experience 100

Customer Experience Contact Center Customer Service Management 100

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.

Customer Service 100

Customer Service Contact Center 100

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.

outsourcing 188

outsourcing Marketing Self service Contact Center 188

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.

Contact Center 113

Contact Center Healthcare 113

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.

Customer Service 113

Customer Service Contact Center 113

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.

Contact Center 100

Contact Center Healthcare 100