HP Enterprise Services has announced new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers.
The ways organizations can serve and engage customers are evolving due to the rapid adoption of social media. To meet the needs of customers, enterprises need to transform their contact centers into hubs for customer relationship management (CRM) and provide meaningful, insightful data collection.
“Contact centers must transform to meet the needs of customers who expect a personalized and customized experience,” said Danila Meirlaen, vice president, Business Process Outsourcing, HP. “HP consultants help drive this transformation based on our deep heritage of contact-center operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction.”
A transformed contact center will enable clients to optimize operating efficiency by increasing agent utilization and increasing the percentage of calls resolved at the first point of contact without transfer or escalation.