Business Intelligence

Digital Transformation for Contact Centers

5 Rules for Writing a Contact Center Outsourcing RFP

7 Steps to Record-Breaking NPS

The Top 10 Customer Experience Trends in 2018

The "State of Customer Experience" Trend Report

The US Contact Center Decision-Makers’ Guide 2017

The “Everything- You-Need-to-Know” Guide to Launching Text Message Customer Service

New Age Healthcare BPO: Choosing a BPO Provider to Drive ROI

What’s Next in CX: Top 10 Trends to Reduce Customer Effort in 2017

Get Answers to Your Most Burning Questions About Customer Experience What’s the most powerful trend in the customer service industry? What are millennial customers demanding most? Why are we starting to see the end of channel choice? Download Report

CX Trends Forecast: A Summary of the Top 10 Disrupters

Download this insightful report to learn about the 10 customer experience disrupters that we predict will be game changers. What’s the one emerging technology that will help you gain the most insightful business intelligence? What is the key to a predictive analytics strategy? How to you implement a digital customer service strategy in less than 90 days?

EVALUATION : Cost Reduction Leader

In today’s service delivery environment, unified customer engagement is the common denominator, with voice interactions increasingly being deflected to non-voice channels, primarily webchat, by high tech organizations. And, according to research, outsourced CMS in the high tech sector has delivered an average CSAT increase of 9% and double-figure cost reduction. 

TREND REPORT : Identifying Missed Opportunities to Improve Customer Experience

Download this insightful report to learn more about consumer communication preferences and ensure your consumer engagement strategy successfully optimizes the customer experience.

EVALUTION: Customer Management Services in Healthcare Provider Support

The healthcare industry is undergoing transformation, as a result of regulations, cost-containment pressures, and a transitioning coding system. Providers looking to outsource revenue cycle management can turn to this latest NelsonHall vendor profile on the state of the healthcare industry and providers’ trending needs.

EVALUATION: Digital Marketing Execution

Read all about the market trend in digital marketing, as well as HGS’s success in this area, per NelsonHall’s latest assessment of Marketing Business Process Services, with key recognition of HGS as a Leader in the Digital Marketing Execution market segment.

EVALUATION: Customer Management Services in Healthcare Payer Support

A must-read for payer organizations looking to outsource customer management services (CMS), this latest NelsonHall vendor profile on HGS provides insight into the strategy that makes HGS a leader in healthcare CMS. 

EVALUATION: HGS Takes Pride in Being Recognized as a Leader in Customer Management Services in Overall Market Segment for Telecommunications, Cable and Satellite

NelsonHall's NEAT vendor evaluation for customer management services recognized HGS as a Leader for its ability to add current and future value to customers in overall market segment for telecommunications, cable and satellite industries.