HGS Creates a New Chapter of Quality Management from the Ground Up with NICE Quality Central
HGS Creates a New Chapter of Quality Management from the Ground Up with NICE Quality Central
3 PagesHGS transformed its quality management by partnering with NICE to implement NICE Quality Central (QC) supported by Value Realization Services (VRS). NICE helped HGS overcome manual evaluation and reporting challenges across multiple channels—including phone, chat, email, and social—by automating data insights and streamlining processes. This enabled HGS to fully leverage its vast consumer journey data, improve operational efficiency, and enhance digital customer experience management, marking a significant advancement in quality oversight and customer lifetime value.
