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New SSON article: Digitalisation is Springboard for BPO

Digital world.jpg

Featuring:  Dave Brown, EMEA BPO Business Development Director, Hewlett Packard Enterprise Services

 

SSON's Barbara Hodges recently met with HP Enterprise Services Dave Brown to discuss the BPO Market in EMEA  and where it is heading.

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.

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.

Focus on Analytics: Channel surfing— improving the customer experience through personalization

Featuring: Teakaau Piho, Worldwide Document Processing Services Service Line Leader, Hewlett Packard Enterprise ServicesCover Image.JPG

 

We all know it’s a digital age, and it’s tempting to believe that marketers can reach out to all their customers via email or social media exclusively. But in reality, many people are not going to make the transition from older communication channels—postal mailings or the telephone—to digital, at least not anytime soon.

Focus on Analytics: Analytics adds predictability to CRM for effective action

Featuring: Dennis DeGregor, Worldwide Enterprise Customer Services Service Line Leader, Hewlett Packard Enterprise ServicesCover Image.JPG

 

Customer relationship management (CRM) solutions have always provided some kind of basic analytical capability, but too often this has been limited to explanatory analytics. Standard operational key performance indicator (KPI) reports, for example, might tell you the average speed in answering a customer inquiry, the average talk time, or the number of calls answered or abandoned. They might also be able to collect structured data about customer satisfaction or complaints.

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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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