BPO Blog articles

Is your contact center ready for the worst case scenario? by Loretta Garcia

Kimberly_Davis — Mon, 20 May 2013 14:27:27 GMT

Featuring Loretta Garcia, HP Customer Engagement Management Offering Manager

Do you worry about what would happen to your contact center in case of disaster? Would customers get the level of service they demand, or would the whole operation shut down? Would you lose important data?

By moving your contact center environment to the cloud with HP Customer Engagement as a Service, you can rest assured that we will keep your contact center operational so that you can provide the service your customers expect.

New SSON article: Sourcing Superstars - Tom Dobis, HP Enterprise Services

SimonatHP — Sun, 19 May 2013 05:29:00 GMT

Featuring: Tom Dobis, Acting Global F&A Service Line Leader, BPO HP Enterprise Services

SSON's Sourcing Superstar series continues with Barbara Hodge’s interview with HP Enterprise Services' Tom Dobis. Tom talks about global BPO trends, the growing importance of the mid-market sector's desire for a "Mercedes experience at Chevy prices," and the fast-moving, fast-expanding practice for business analytics.

Focus on F&A: Business Analytics brings insight to finance and accounting

SimonatHP — Fri, 17 May 2013 16:00:00 GMT

Featuring: Arindam Dutta, Worldwide BPO Business Analytics Service Line Leader and APJ BPO Director, Hewlett Packard Company.

Managing the vast amounts of structured and unstructured data available to finance departments is a critical factor in organizational growth. This goes beyond just helping companies in their endless drive to lower costs and save money.

HP-RFi Australian Payments Research – Edition 4

SimonatHP — Fri, 17 May 2013 04:18:49 GMT

More than just delivery excellence - the HP Enterprise Services Cards and Payments team in Australia looks to thought leadership…..

The Rise of Generation C and its Implications for Customer Service

Kimberly_Davis — Thu, 16 May 2013 13:59:07 GMT

HP recently published an article on the CRMXchange site focused on customer service trends associated with Generation C (for Connected), the name given to digital natives, the people who feel comfortable in the digital world, own lots of mobile devices, and tend to use at least two at once.

Finding success in uncertain times (#8) . . . Prepare for Growth

hilaryatHP — Thu, 16 May 2013 00:01:50 GMT

I’ve spent the last few weeks talking about uncertainty and the challenges that CFOs face. I’ll soon be turning my attention to growth. But first we’ve got a big week ahead of us in HP BPO.

We'll be at the ICAEW's FD conference in London on 23rd May. It is entitled "Mastering risk and creating the future" and its key themes include global threats and growth, especially in the BRIC economies. HP is hosting a breakfast on shared services and outsourcing and we’ll be hearing from companies who use BPO to help them manage risk and create a platform for growth. Read on to find out more about this and shared services and outsourcing week.

Will Systems of Engagement really create better Business Processes?

HP_BPO — Tue, 14 May 2013 14:35:14 GMT

By: Scott Robson, Business Solutions Executive, BPO, Hewlett Packard Company

There’s a lot of hype around Systems of Engagement. It raises some important questions that need to be answered . . .

Stop Managing Technology. Start Managing Customer Engagement.

Kimberly_Davis — Tue, 14 May 2013 13:27:31 GMT

Is your contact center technology environment breaking your budget? Do you have the resources to migrate your contact center environment to today’s standards?

Many organizations are facing reduced IT budgets for buying and managing on-premise infrastructure. They have limited IT resources supporting increasingly complex technology environments. For the contact center, this can mean limited resources to expand support for needed capabilities such as web chat, social media, and mobile devices.

Introducing the latest Edition of BPO Edge – focusing on Finance and Accounting

SimonatHP — Tue, 14 May 2013 07:12:07 GMT

The latest edition of BPO Edge focusing on Finance and Accounting is now available.

This edition is packed with articles from Senior Executives and Subject Matter Experts from HP as well as an article from The Hackett Group.

Outsourcing can keep customers loyal – if you know how

HP_BPO — Mon, 13 May 2013 06:40:43 GMT

By: Mike Wright, BPO ECS Solution Capability Lead, Hewlett Packard Company

Are your customers not happy with their outsourced support experience? HP BPO Enterprise Customer Services knows how to fix that.

HP Payroll Services featured prominently in NelsonHall Report

timcastelli — Sun, 12 May 2013 18:45:54 GMT

NelsonHall in their recent report on Payroll BPO services and providers “Targeting Payroll Outsourcing”, ranked HP as 5th largest global payroll provider and in top four among
providers in three of the four capabilities criteria analyzed.

A new strategic weapon in the HP BPO team

hilaryatHP — Thu, 09 May 2013 09:16:54 GMT

Today was a first……. I’ve never before read a CV that includes “Invented a new warhead for a weapons system ” and is followed by “climb up Mount Everest reaching an altitude of 21,500 feet”

To find out more..

How your contact center can drive customer satisfaction and loyalty

Kimberly_Davis — Tue, 07 May 2013 16:18:48 GMT

Customers these days have high expectations. They expect to be able to reach your customer service agents at any time and through whatever mode of communication they happen to have handy. And they expect a consistent experience no matter what channel they use – phone, mobile device, web chat, or social media.

How can you address these issues in the contact center? By moving your contact center to a cloud-based contact center-as-a-service, you can improve availability and virtually eliminate unplanned contact center downtime.

How your contact center can better respond to market and competitive changes

Kimberly_Davis — Tue, 30 Apr 2013 15:37:01 GMT

Is your contact center able to grow as quickly as the rest of your business? If you need to provision infrastructure, tools, and accounts to grow your contact center operations, you're probably facing some long delays – delays that can put a drag on customer satisfaction.

To gain business agility, you need to be able to scale your contact center capacity up and down quickly. By moving to the cloud with a contact center-as-a-service offering, you are no longer limited by your current physical infrastructure. Instead, you have immediate availability of the contact center environment to respond to demands.

Finding success in uncertain times (#7) … a whole set of new demands on the CFO

hilaryatHP — Sun, 28 Apr 2013 14:47:50 GMT

Dealing with uncertainty is never a one-size-fits-all approach. For CFOs, determining the way forward for the organization is dependent on many factors unique to them and is likely to require a combination of approaches.....

Arindam shares his perspective on Finance and Accounting Outsourcing

SimonatHP — Fri, 26 Apr 2013 17:09:58 GMT

HP’s Arindam Dutta shares his insight into the future directions and innovations for the BPO industry in an interview by Global Services Media.

How Social Media is Turning Customer Care Upside-Down

Kimberly_Davis — Thu, 25 Apr 2013 15:01:19 GMT

Outsourcing Center’s Patti Putnicki recently published an article exploring how social media is impacting customer care. Several respected industry leaders were interviewed along with HP’s Loretta Garcia and Kimberly Davis Jones.

The Big World of Analytics

SimonatHP — Thu, 25 Apr 2013 04:27:38 GMT

Featuring: Arindam Dutta, Worldwide BPO Business Analytics Service Line Leader and APJ BPO Director, Hewlett Packard Company

Mining complex user data real-time can help companies capitalize on hitherto-untapped business opportunities

Finding success in uncertain times (#6) - a view from Spain

hilaryatHP — Mon, 22 Apr 2013 07:44:28 GMT

Dealing with uncertainty is never a one-size-fits-all approach. Here’s what CFOs in Spain had to say about business process outsourcing.

The Visionary CFO: HP is your Partner to Transform F&A (VIDEO)

SimonatHP — Tue, 16 Apr 2013 23:14:49 GMT

Partnering with HP to transform finance & accounting activities can save you up to 50% in operational costs, improve ability to make timely data-driven decisions, position organizations for profitable growth and to better manage uncertainty and risk.