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

Expert Perspectives: Digital Insights from HfS Research Director

The Evolution of Social Media: Our Experts Weigh In

Predicting Healthcare BPO

Telemedicine: On the Frontier of Better Healthcare

Outsourcing Workers’ Compensation: 9 Good Reasons

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