All Research Sponsored By:Hinduja Global Solutions
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10 Creative Ways to Leverage Advanced Analytics
Leverage contact center data to gain customers, boost renewals, hike revenue, enhance CX, and train agents. Use predictive analytics and speech tech on call times, behaviors, and performance. Tailor customer paths with segmentation. Discover more in this full blog post to optimize your contact center.
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INFOGRAPHIC: Elevate NPS Scores with Speech Analytics
For many customer service teams, the contact center is considered the ultimate CX hub and a key indicator of an organization’s performance. So, when NPS scores mean everything, how can companies and their contact centers enhance their CX operations and elevate their scores? Browse this article to learn more.
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Improve Agent Work-at-Home Performance with 8 Unconventional Uses of Speech Analytics
As organizations continue to leverage speech analytics to improve products and services for customers, many are beginning to realize that they can reap the same benefits when using it internally. So, how can today’s contact center teams and agents best use this technology? Browse this article to learn more.
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The Future of AI and Predictive Analytics
AI and predictive analytics improve operations across sectors. Already, machine learning algorithms process data and AI-led strategies are preferred over their human-led counterparts. Read this blog to learn how AI and predictive analytics will shape commerce.
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Support for CSAT and complaint resolution for a major automotive manufacturer
An Indian car maker contracted HGS for customer complaint and query handling to boost CSAT. HGS created a CRM for tracking and ensuring dealer responses within 12-48 hours. With an 88% service level and 83% CSAT, HGS enhanced CX using data and video analytics. See the full case study for details.
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Driving revenue through customer experience for a multinational financial services corporation
HGS increases cardholder spend by improving Net Promoter Scores for a leading global credit card company. Using speech analytics and performance coaching, HGS identifies and addresses issues proactively, delivering a 10-15% increase in customer spending. Read the case study to learn how data and analytics can transform your customer experience.
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Become a Better Business Detective with Image Analytics
For today’s companies, processing and categorizing images and other content with only special optical character/mark recognition forms and scanners can be a tedious and time-consuming task. To combat this, many have turned to image analytics for more efficient organization and management. Browse this article to learn more.
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Everything you Need to Know About Contact Center Analytics
Contact center analytics refers to the process of gaining business insights with the key purpose of helping management track, analyze, and improve various services and performance metrics and convert them into actionable insights. Read this blog to learn more.
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Comprehensive analytics for contact centers
With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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The Benefits of Data Engineering
Today, all major companies need effective data to make better, more informed decisions. To enhance these processes, many have turned to data engineering to better manage their data and build new business strategies. But what exactly is data engineering? Browse this article to learn more.
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INFOGRAPHIC: Revitalizing Loyalty Amongst Customers with an Analytics-Driven Solution
Retaining a consistent customer base is something that all businesses can struggle with. This was the case for this prestigious luxury hotel chain, who was challenged with fostering high levels of customer experience, engagement, and satisfaction. Dig into this case study to learn more.
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Speeding up the ERS rental car replacement process with group messaging
A rental car agency was experiencing bottlenecks when arranging replacement vehicles for stranded rental car drivers. In this case study, you’ll learn how a group messaging solution enabled faster available car tracing to drive positive customer satisfaction. Read on to learn more.
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Unleashing the Power of Data in an AI World
Data powers AI and predictive analytics, which power better decision-making. So, before organizations can level up their decision-making capabilities, they first have to ensure that their data is high quality. In this 12-page white paper, unlock a 7-seven roadmap for accomplishing that goal.
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Inspiring growth through retention, AHT, and CSAT wins
When this health and wellness retailer began their efforts to expand, they knew that the level of growth the desired would require unforgettable, highly satisfying customer experiences. But how can this best be done? Browse the case study to learn more.
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Natural language automation delivers 100% disclosure compliance for large financial company
Today, many contact center agents can struggle to read out disclosure statements and other terms and conditions material, leading to a handful of risks. This was true for this global financial services organization, and they sought out a way that they could automate these reading processes. Browse this case study to hear more.
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How to Measure Contact Center Operational Efficiency
The contact center industry has seen some rapidly changing technology over the last couple of years, making it hard for organizations and their agents to keep. Despite this, it’s still critical that operational efficiency and productivity stay high. So, how can this best be done? Browse this article to learn more.
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Call Center vs. Contact Center: 6 Key Differences
While call centers and contact centers are often thought of as one and the same, there are actually several important differences between the two services. But what are these differences and why do they matter? Browse this article to learn more.
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How To Generate More Revenue Through Your Contact Center
Many organizations still view the contact center as a revenue drain where customer issues, repetitive service requests, and low-value interactions lead to high costs for the business. However, it doesn’t have to be that way. You can turn your contact center into an asset that not only generates revenue but boosts the CX. Read on to see how.
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12 Vital Metrics and KPIs to Measure Contact Center Performance
The role of the contact center is critical. It is often the first point of contact for your customers and if their issues are not resolved quickly, it can also be the last point of contact. To ensure that your contact center is achieving its quality and productivity goals, there are 12 key metrics to keep an eye one. Read on to learn what they are.
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Generative AI enhances CX operations, retaining agents by 89%
When this Canadian communications organization began to struggle with their contact center performance and poor customer experiences, they sought out a way that they could mitigate these issues. Access the case study to hear more.
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Processing more than 1.6M social moments annually for a leading retailer
When this leading retailer began struggling with managing their millions of social media mentions per year, they began to seek out an organization that could provide them with end-to-end social customer care, brand-building, and an affinity solution. Access this case study to hear more.
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Building A Contact Center For The Future
The past few years have put a spotlight on the customer experience and its importance. Today, customers expect a human-plus-digital-experience that eliminates friction and frustration and can provide the right human touch when necessary. To meet these demands, there are 8 guiding principles to future proof your contact center. Read on to see more.
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5 Essential Contact Center Capabilities For Improved CX
The main measurement for a successful contact center is if the agents can assist more than their targeted number of customers each day and do it in a quick and efficient manner. To do that, you need a solution that has the capabilities to drive higher agent productivity and enhances the customer experience. Read on to learn more about it.
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HGS Agent X – A Game-Changing Contact Center Software
For today’s customers, personalized experiences are everything. Many expect quick and efficient interactions, from both human and virtual agents. However, providing these experiences is easier said than done. Browse this article to learn more.