eBook
Top Customer Experience Trends in 2019

From self-service, mobile service, messaging and social media, to artificial intelligence, robotic process automation and analytics, we asked the industry’s leading experts to weigh in on a wide range of disrupters including those capabilities and tools required to stay ahead of consumer demand. Featuring insights from CX leaders such as Matthew Dixon, Mark Hillary, and Michael DeSalles, learn about the latest innovation designed to provide the right answer fast.

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    eBook | Top Customer Experience Trends of 2019

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    Challenge at Resources

    HGS was challenged to help the client improve provider satisfaction scores and also helps to improvize customer services.

    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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      Workforce Management

      Our workforce management team ensures accurate staffing is planned for each hour of the day, based on call volume trends and service level percentages and also it helps to improve customer service.

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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:

    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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    2019 will be the beginning of the end of the “factory-floor” model of CX management.

    Ready To Simplify Your CX To Drive Value And Growth?