Team HGS

SEPTEMBER 30, 2019

By Scott Yates, General Manager, HGS. We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. HGS caters to this client culture, from seasonality (we manage staffing fluctuations from 280 to 420 agents during the holidays), to floor setup.

Brands 40

Brands Social Media Contact Center Healthcare 40

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

Call Center 34

Call Center Social Media Brands Survey 34

Qualtrics

AUGUST 8, 2019

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

Call Center 20

Call Center Social Media Brands Survey 20

Qualtrics

OCTOBER 2, 2019

But patient satisfaction surveys only go so far — to really move the needle on the patient experience , it’s time the industry embraced experience management. The high quality, safe, compassionate care we deliver at the lowest cost and/or value is often difficult and something we need to understand and manage closely.

Healthcare 34

Healthcare Survey Industry Hospitality 34

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Transactional NPS Scores at key touchpoints, for example post-purchase or after a support call. Harvard Business Review Press ).

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40