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2025 Awards Case Study: Automation improves onboarding and efficiency

Published on 24 June 2025

2025 Awards Case Study: Automation improves onboarding and efficiency

When Cheryl Whitfield began exploring how automation could help HGS’s contact centre, she wasn’t after flashy tech solutions. Her focus was simple: help people do their jobs better. Cheryl, as part of her Business Insight role, builds chatbots to solve real challenges. Her work makes life easier for agents and managers and benefits were evident across the whole campaign.

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