Business Transformation: We've All Heard It, But What Exactly Is It?

Posted by Keith Brickell

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The term “Business Transformation” is popping up everywhere—from websites to business journals and marketing collateral. According to recent research, 49% of enterprise BPO clients are shifting toward a two-pronged requirement of both operational and transformational service needs. It’s a simple fact: all companies today are under tremendous pressure to reduce costs while also increasing customer satisfaction. And that’s a fine balance—one that calls for real change in business processes and technology capability. This level of business process change calls for an experienced partner with specific competencies.

Contact Center Business Transformation, in particular, can have substantial impact on customer experience, multi-channel engagement, and the bottom line.

This blog post is the first in a series that will explain Business Transformation by starting to address smart, tactical approaches that have been applied to the Contact Center environment.

HGS’s proven Business Transformation framework first examines all voice and non-voice customer touchpoints. With the data and information gathered,  our Business Transformation Team creates a project plan, with tactical recommendations and offerings that are leveraged against new goals and KPIs. 

Key offerings and value propositions of Contact Center Business Transformation include:

  • Intelligent web support through self service
  • Maximizing profitability and implementing revenue streams
  • Revitalizing customer experience
  • Integrating advanced analytics and using Actionable data
  • Implementing multi-channel contact solutions – social media, chat, email, etc.

It is important to keep in mind that one size does not fit all. Our Transformation Team determines client needs to drive an  individual engagement that evolves specific to the weaknesses or emerging areas of the contact center and organization. Additionally, optimal Transformation takes the right partner.  For more than 40 years, HGS has worked with partners globally on Business Transformation activities. In upcoming posts, we will look specifically at the Key Offerings/Tactics and Recommendations of Business Transformation - what are they and how have they affected contact centers, on a global level? Stay tuned for more information.

How have you defined Business Transformation? Tweet me @ and let me know.