Roadmap to Optimizing the Customer Experience
Driven by innovation. Powered by people.
Paving the way for a friction-less customer and agent journey.
Multi-channel engagement options to help solve any business problem
We bring the people, tools, and expertise to help you capture and understand insights around your CX and operations.
A smooth running operation is part of the formula for an exceptional and effortless customer experience. HGS can help with:
- An Operational Metric Correlation Study to identify productivity and efficiency areas of opportunities
- Process/call flow adherence
- Agent performance analytics
- Agent desktop analytics
- Compliance analytics
Improving the customer experience requires understanding pain points and moments that matter. Our CX Insights offering includes:
- Voice of the Customer Reports
- Product driver insights
- Sentiment analysis
- Repeat call problem solving
- Transfer call pinpointing
- First call resolution diagnostic
- Channel utilization diagnostic
It's not enough to solve a customer's need, it's more effective to anticipate a need and solve it BEFORE it happens. With our predictive analytics offering, we can forecast:
- Customer churn
- Cross sell / up sell offers
- Customer actions
- Next best agent action
Efficiency is our forte. We bring the automation accelerators to drive real outcomes for your operations.
HGS's front-office automation drives amazing customer experiences and revenue generation employing:
- Automatic dialers
- Virtual assistants/chatbots
- Automatic surveys
- Agent task and scripting automation
- Natural Language Processing for search
Our back-office automation drives operational efficiency and cost take out with:
- Cognitive process automation
- Classification, indexing, unstructured text extraction
- Robotic process automation
- Workflow automation
- Transaction processing
- Record updating
HGS's Automated Enterprise
HGS's Automated Enterprise is an end-to-end intelligent automation approach that focuses on both your front and back office to optimize overall performance and efficiency.
Our automation experts will:
- Identify areas of opportunity.
- Validate using data.
- Design an automation solution(s).
- Develop and test.
- Pilot and train.
- Maintain and optimize.
A huge part of the customer experience often happens online. Our in-house digital agency brings the marketing expertise and resources to ensure a smooth journey by leveraging design thinking, technology, and data.
Digital Customer Experience
The digital customer experience can take many forms. We help build and optimize those channels:
- Journey Mapping
- Web experience technologies
- Mobile strategy and apps
- HGS EPICTM social for ORM
- Chatbots and voice assistants
- Artificial intelligence and cognitive search
We can help collect consumer interactions data, to form predictions about future behaviors, employing:
- Data analytics and intelligence
- Customer data platforms
- Marketing automation
Cloud Managed Services
We help you move from legacy to opportunity, using:
- Cloud migrations/big data migrations
- Cloud enablement and optimization
- Cloud infrastructure maintenance
- API / Integrations
Let's Talk About Impacting Your Customer Experience
for every aspect of customer journey
Converting 80% of SMS Contacts to Leads for Auto Shopping Website
In 2017, customers of an up-and-coming automotive shopping website were experiencing
HGS was engaged to support the organizing committee preparing for both the Olympic and
IAOP International Association of Outsourcing Professionals
Contact Center World
American Business Awards