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HP's contact center journey


HP has taken to its own contact center journey, transforming from an inefficient operation that provided an inconsistent customer experience to an efficient operation with much better results for our customers and our business.


Several years ago, HP had about 100 contact center sites to support its computers, printers and other products, each using its own technology. Load-balancing across locations was difficult and expensive. We weren’t using resources efficiently, and the customer experience we were providing was unpredictable.


Our own contact center transformation encompassed changes in technology, support, and operations. We’ve gone from site-based to centralized administration, from siloed queues to true single queues. We now use real-time dashboards, predictive dialers, and advanced technology to direct callers. In addition, we have increased usage of self-help resources and now leverage co-browsing (which allows two or more people to access the same web pages simultaneously) and live chat support; the two can be paired to increase visitor interaction. We have virtual call centers staffed by work-from-home agents. And we continually increase our focus on social media.


As a result, we have the ability to move work to the “best-fit” location, quickly and incurring minimal cost. We attract top-notch people to work in our contact centers, and we now have the ability to invest in new technologies. We can literally put the next call into the headset of the most proficient agent, speaking the right language, using the best equipment, in the lowest-cost center.


At HP, we’ve been able to leverage our extensive experience improving our contact center operations to benefit clients. We’ve commercialized our contact center services as business process outsourcing (BPO). Today, HP worldwide agents support over 50 languages and handle over 400 million interactions with customers each year.


To find out more read our press coverage .


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