BLOG: Leverage contact center data to gain customers, boost renewals, hike revenue, enhance CX, and train agents. Use predictive analytics and speech tech on call times, behaviors, and performance. Tailor customer paths with segmentation. Discover more in this full blog post to optimize your contact center.

Posted: 16 Dec 2023 | Published: 16 Dec 2023

BLOG: For many customer service teams, the contact center is considered the ultimate CX hub and a key indicator of an organization’s performance. So, when NPS scores mean everything, how can companies and their contact centers enhance their CX operations and elevate their scores? Browse this article to learn more.

Posted: 15 Dec 2023 | Published: 15 Dec 2023

BLOG: As organizations continue to leverage speech analytics to improve products and services for customers, many are beginning to realize that they can reap the same benefits when using it internally. So, how can today’s contact center teams and agents best use this technology? Browse this article to learn more.

Posted: 14 Dec 2023 | Published: 14 Dec 2023

BLOG: AI and predictive analytics improve operations across sectors. Already, machine learning algorithms process data and AI-led strategies are preferred over their human-led counterparts. Read this blog to learn how AI and predictive analytics will shape commerce.

Posted: 12 Dec 2023 | Published: 12 Dec 2023

CASE STUDY: An Indian car maker contracted HGS for customer complaint and query handling to boost CSAT. HGS created a CRM for tracking and ensuring dealer responses within 12-48 hours. With an 88% service level and 83% CSAT, HGS enhanced CX using data and video analytics. See the full case study for details.

Posted: 08 Dec 2023 | Published: 08 Dec 2023

CASE STUDY: HGS increases cardholder spend by improving Net Promoter Scores for a leading global credit card company. Using speech analytics and performance coaching, HGS identifies and addresses issues proactively, delivering a 10-15% increase in customer spending. Read the case study to learn how data and analytics can transform your customer experience.

Posted: 08 Dec 2023 | Published: 08 Dec 2023

BLOG: For today’s companies, processing and categorizing images and other content with only special optical character/mark recognition forms and scanners can be a tedious and time-consuming task. To combat this, many have turned to image analytics for more efficient organization and management. Browse this article to learn more.

Posted: 05 Dec 2023 | Published: 05 Dec 2023

BLOG: Contact center analytics refers to the process of gaining business insights with the key purpose of helping management track, analyze, and improve various services and performance metrics and convert them into actionable insights. Read this blog to learn more.

Posted: 01 Dec 2023 | Published: 01 Dec 2023

EBOOK: With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.

Posted: 30 Nov 2023 | Published: 30 Nov 2023

BLOG: Today, all major companies need effective data to make better, more informed decisions. To enhance these processes, many have turned to data engineering to better manage their data and build new business strategies. But what exactly is data engineering? Browse this article to learn more.

Posted: 29 Nov 2023 | Published: 29 Nov 2023

CASE STUDY: Retaining a consistent customer base is something that all businesses can struggle with. This was the case for this prestigious luxury hotel chain, who was challenged with fostering high levels of customer experience, engagement, and satisfaction. Dig into this case study to learn more.

Posted: 28 Nov 2023 | Published: 28 Nov 2023

CASE STUDY: A rental car agency was experiencing bottlenecks when arranging replacement vehicles for stranded rental car drivers. In this case study, you’ll learn how a group messaging solution enabled faster available car tracing to drive positive customer satisfaction. Read on to learn more.

Posted: 23 Nov 2023 | Published: 23 Nov 2023

WHITE PAPER: Data powers AI and predictive analytics, which power better decision-making. So, before organizations can level up their decision-making capabilities, they first have to ensure that their data is high quality. In this 12-page white paper, unlock a 7-seven roadmap for accomplishing that goal.

Posted: 22 Nov 2023 | Published: 22 Nov 2023

CASE STUDY: When this health and wellness retailer began their efforts to expand, they knew that the level of growth the desired would require unforgettable, highly satisfying customer experiences. But how can this best be done? Browse the case study to learn more.

Posted: 22 Sep 2023 | Published: 22 Sep 2023

CASE STUDY: Today, many contact center agents can struggle to read out disclosure statements and other terms and conditions material, leading to a handful of risks. This was true for this global financial services organization, and they sought out a way that they could automate these reading processes. Browse this case study to hear more.

Posted: 21 Sep 2023 | Published: 21 Sep 2023

BLOG: The contact center industry has seen some rapidly changing technology over the last couple of years, making it hard for organizations and their agents to keep. Despite this, it’s still critical that operational efficiency and productivity stay high. So, how can this best be done? Browse this article to learn more.

Posted: 20 Sep 2023 | Published: 20 Sep 2023

BLOG: While call centers and contact centers are often thought of as one and the same, there are actually several important differences between the two services. But what are these differences and why do they matter? Browse this article to learn more.

Posted: 19 Sep 2023 | Published: 19 Sep 2023

BLOG: Many organizations still view the contact center as a revenue drain where customer issues, repetitive service requests, and low-value interactions lead to high costs for the business. However, it doesn’t have to be that way. You can turn your contact center into an asset that not only generates revenue but boosts the CX. Read on to see how.

Posted: 16 Sep 2023 | Published: 16 Sep 2023

BLOG: The role of the contact center is critical. It is often the first point of contact for your customers and if their issues are not resolved quickly, it can also be the last point of contact. To ensure that your contact center is achieving its quality and productivity goals, there are 12 key metrics to keep an eye one. Read on to learn what they are.

Posted: 16 Sep 2023 | Published: 16 Sep 2023

CASE STUDY: When this Canadian communications organization began to struggle with their contact center performance and poor customer experiences, they sought out a way that they could mitigate these issues. Access the case study to hear more.

Posted: 16 Sep 2023 | Published: 16 Sep 2023

CASE STUDY: When this leading retailer began struggling with managing their millions of social media mentions per year, they began to seek out an organization that could provide them with end-to-end social customer care, brand-building, and an affinity solution. Access this case study to hear more.

Posted: 14 Sep 2023 | Published: 14 Sep 2023

WHITE PAPER: The past few years have put a spotlight on the customer experience and its importance. Today, customers expect a human-plus-digital-experience that eliminates friction and frustration and can provide the right human touch when necessary. To meet these demands, there are 8 guiding principles to future proof your contact center. Read on to see more.

Posted: 14 Sep 2023 | Published: 14 Sep 2023

BLOG: The main measurement for a successful contact center is if the agents can assist more than their targeted number of customers each day and do it in a quick and efficient manner. To do that, you need a solution that has the capabilities to drive higher agent productivity and enhances the customer experience. Read on to learn more about it.

Posted: 13 Sep 2023 | Published: 13 Sep 2023

BLOG: For today’s customers, personalized experiences are everything. Many expect quick and efficient interactions, from both human and virtual agents. However, providing these experiences is easier said than done. Browse this article to learn more.

Posted: 12 Sep 2023 | Published: 12 Sep 2023