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Why customer care outsourcing is essential to transforming customer engagement

CRM graphic.gifBy:  Dennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise Services 

 

The world is changing, with customers wanting a multi-channel, personalized experience. But to provide world-class customer service, the human touch is still required, and the contact center will continue to play a central role.  Many enterprises rely on legacy technology as their core infrastructure, including voice communications, and a large segment of Generation C (for Connected) uses the phone to call customer service in combination with non-voice access.

 

Leading companies are looking to technologies such as social CRM and big data analytics to transform the customer experience. But analytics are only as good as the data you provide. Analyzing structured and unstructured data – including recorded voice conversations from the contact center – provides the best path to truly understanding your customers. To do that, the contact center needs to be part of the transformation.

 

While some major providers appear to be abandoning their customer care clients, HP believes the contact center is essential to address the needs of customers who prefer to communicate over social media. HP contact center agents engage in conversations with customers using social channels on your behalf to meet the newest expectations of the connected generation. 

 

Customer care outsourcing is no longer strictly about utilizing labor arbitrage to cut costs. Instead, it is central to helping transform the customer experience in a rapidly changing market.  HP remains committed to delivering this future vision of BPO to our clients worldwide.

 

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About the author

 

hp_dennis_degregor.jpgDennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise Services

Industry-known pioneer, executive thought leader and innovator in the customer engagement management space, Dennis DeGregor, has “been there from the beginning” in CRM and its evolution to the social-centric model.  He has served as Senior Vice President & Chief Customer Officer for Bank of America, Merrill Lynch, Allstate and Qwest Communications. He is currently the Worldwide Customer Executive for HP with oversight of global multi-channel operations including 114 contact centers in 34 countries supporting 30,000 agents and 51 languages.

 

Mr. DeGregor’s expertise is in customer strategy & operations, including segmentation, multi-channel optimization, revenue productivity, customer analytics, intelligent routing, social media integration, mobile integration, Big Data, customer analytics and customer technologies. He is trusted business advisor to C-suite executives globally on the subject of customer-centric business transformation.

 

Mr. DeGregor’s accomplishments in driving superior customer metrics have been the subject of several industry case studies including Gartner, Harvard Business Review and Computerworld Magazine. He is the recipient of the Smithsonian Institute Time Capsule Award for customer-centric innovation at the start of the 21st century. He is author of the breakthrough book The Customer-Transparent Enterprise.

Comments
Michael Bian(anon) | ‎01-31-2014 09:55 AM

Giving best customer care can build value to the cutomers.

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About the Author
About the Author(s)
  • A well known member of the BPO industry in Europe. With HP since 2007, responsible for marketing our BPO strength, leadership and services in EMEA.


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