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Displaying articles for: September 2013

Customer Engagement Management – a conversation with HP’s Dennis DeGregor

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Featuring:  Dennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise Services

 

Customer Engagement Management is about connected enterprises, predictive analytics, brand identity and understanding Generation C.  HP’s Dennis DeGregor discusses the impact this will have on the future of BPO. 

HP at Gartner Outsourcing Summit – HP BPO Booth

The HP Booth at the Gartner Outsourcing Summit showcased how business process outsourcing can help improve business performance.

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Labels: BPO| Outsourcing

HP at Gartner Outsourcing Summit Sep 2013

Don’t miss HP’s sessions on its 15-year relationship with Toshiba, and on using social media to improve customer experience at the Gartner Outsourcing Summit

Labels: BPO| CRM| Outsourcing

Centers of Excellence facilitate F&A Data Analytic / Business Intelligence transformations

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By:  Steven Morgen, F&A Transformation Architect, AMS BPO , Hewlett Packard Company

 

Finance and Accounting (F&A) analytic transformations require an approach based on leadership’s vision of how the Enterprise will use this intelligence to gain a strategic advantage.

The future of customer experience: Next steps

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

 

How do we get to the future of customer experience?  Here are five steps that will take you in the right direction.

Which CEOs "get" Social?

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By:  Loretta Garcia, CRM Service Executive, Hewlett Packard Company

 

Social media support programs are really about one thing:  the desire to help others.  But it will take leadership from the top to make sure these programs work.

Why customer care outsourcing is essential to transforming customer engagement

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By:  Dennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise Services

  

Some providers are taking a short-sighted view and have begun to retreat from the BPO market.  At HP, we continue to invest in our BPO clients to deliver a future that takes full advantage of new and emerging technologies.

Focus on Analytics: Tap non-traditional data sources to help uncover hidden insights

Featuring: Andrew Matuszeski, Information Fabric Solutions, Hewlett Packard Enterprise ServicesCover Image.JPG

 

Since the financial turmoil that started in 2007, a steady stream of new regulations has sought to impose greater oversight and control over lending processes. Notable among the changes are significant expansions to books and records rules requiring that more communications be kept, and for longer than ever before. Banks are expected to keep challenging records such as audio from call center or voicemails, chat logs and instant messages, and scanned document images. Many banks view these new rules as a costly burden with no real upside.

Can CFOs really use big data for financial analytics? Some say yes

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Featuring: Tom Dobis, Global F&A Service Line Leader, BPO, Hewlett Packard Company 

 

Is the information the typical CFO handles “big” enough to be considered “Big Data”…..

To BPO or not to BPO . . . Run a Pilot In-Between

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By:  Bruno Stefanile, BPO EMEA Sales Support Director, Hewlett Packard Company

 

Running a small-scale pilot to assess the benefits of a full outsource is a safe and increasingly popular approach.

 

As long as a few guiding criteria are adopted . . .

The future of customer experience: Connectivity at Scale

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

 

Forget Economies of Scale – that’s so yesterday.  Welcome to the new world of Connectivity at Scale

Focus on Analytics: HP Global Analytics is equal to the challenges of Big Data

Featuring: Rohit Tandon, Vide President, HP Global AnalyticsCover Image.JPG

 

Big data has gotten really big. It doesn’t just include the traditional structured data that used to be the backbone of business intelligence. It now includes the 70% of useful data that is semi-structured and unstructured—from social media, audio and video feeds, emails and presentations, web usage stats, mobile sensors, and other sources.

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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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