Report
Which do users say is the top contact center company?
HFS Research Declares HGS
“A Digital Customer Experience Thought Leader”

In late 2018, independent analyst firm HFS Research interviewed 300 users of customer engagement services. The result is  a comprehensive study and benchmark of 23 top providers.
  • Is your provider agile & responsive enough to meet your on going and continuous improvement needs?
  • Are they able to intelligently innovate to meet your needs along the consumer journey? 
Client references made it clear to HFS researchers that HGS was a company to watch:
  • HGS has an “excellent communication and account management approach
  • HGS takes a “true partner approach for contract delivery instead of a transactional one
  • HGS keeps clients “current on customer experience trends and innovations
The 15-page “HFS Top 10 Front Office Customer Engagement Operations Services 2019” Report enables you to ―
  • Study the latest customer service trends
  • Understand the evaluation methodology
  • Learn about HGS’ strengths and development opportunities from independent analysts

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    Our Solution

    To assist with accomplishing the client's goals, HGS has leveraged our location and comprehensive, tailored solution comprised of strategic workforce management, operations, hiring, and training.

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      Our workforce management team ensures accurate staffing is planned for each hour of the day, based on call volume trends and service level percentages

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      Operation Governance

      HGS employs the leadership of three assistant operations managers to run the client's day-to-day operations

    Results

    HGS has driven significant success for this client's provider satisfaction. In a multiple vendor/locations environment, the client's HGS PCC Jamaica team has consistently met CSAT - Top box goals and has held:

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    Healthcare Solutions

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    Operational Efficiency

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    Concierge Services

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    Business Process Optimization

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    “HGS has taken a strong thought leadership approach to the customer engagement challenge of finding the right balance between automation, self service and traditional interactions. HGS's investment in developing its DigiCX™ capability and messaging to address this challenge seems to be resonating with customers, as evidenced by its #3 placement in our Voice of the Customer rankings.”

     Melissa O'Brien, HFS Research

    Ready To Simplify Your CX To Drive Value And Growth?