White Papers

The 7 Qualities of a Great Healthcare BPO Partner

Integrating Bots and Brains for Optimized CX

In Conversation with a Chatbot: Speaking the Language of Today’s CX

The Transformational Power of Healthcare BPO

5 Business Intelligence Myths, Debunked

Q and A with Strategy Institute: Measuring Omnichannel ROI

The Customer Experience 2020: Disruption to Digital Transformation

Expert Perspectives: Digital Insights from HfS Research Director

The Evolution of Social Media: Our Experts Weigh In

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

Predicting Healthcare BPO

Telemedicine: On the Frontier of Better Healthcare

Social Media Strategy : Answers from Our Industry Experts

Text Survey Best Practices

New Age BPO Partner: Banking and Financial Services

5 Ways to Combine AI and the Human Touch for Optimized CX

Creating Digital Transformation: Q and A with NelsonHall

Read the Signs: Does Your Website Need an Update?

Your Business Needs a Digital Marketing Strategy, and Here’s Why

Partner with an Expert for Workers’ Comp Cost-Containment and Efficiency

Are You Obsessed Enough?: 5 Shared Traits of Customer Centricity

CX Trends Forecast Disrupter No. 1 - 5 Ways to Reduce Effort

3 Steps to Better Workplace Diversity

Moments of Truth – Three Basics of Evolving Customer Expectations

Today’s Optimized CX: Four Essentials for Unified Customer Engagement®

Outsourcing Workers’ Compensation: 9 Good Reasons

Employee Coaching: Why You Need to “Ask” Versus “Tell”

Sharing the Adventure – Five Essentials of Smart Partnerships

4 Essential Elements to Transform Digital CX

Employee Onboarding: Four Key Ingredients of Optimized CX

11 Digital Trends to Optimize CX

Digital Chat: Separating Fact from Fiction

Healthcare Payer and Provider Trends – What You Can Expect

Healthcare Consumerism: Redefining Self-Pay

The Uberification of Health Insurance

Non-Profit Hospitals: Meeting the Tax-Exempt Challenge

HGS Health+CARE changes Healthcare Consumerism

Making Speech Analytics Work

Innovating Analytics in Customer Care Beyond the Voice of the Consumer

A 7-Step Guide to Implementing Robotic Automation

A Blueprint for Multi-Channel Success

Getting Omnichannel (Universal CX) Right

Achieving a Customer-Centric Service Culture