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Can You Transform Your Contact Center into a CRM Hub?

The ways organizations can serve and engage customers are evolving due to the rapid adoption of social media. To meet the needs of customers, enterprises need to transform their contact centers into hubs for customer relationship management (CRM) and provide meaningful, insightful data collection. HP Enterprise Services announced new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers.


The new HP Transformation Services – Customer Engagement Management (CEM) are designed to help enterprises deliver great customer experiences across all channels, such as smartphones, social media and email, to enhance competitive advantage. These services aid clients in improving service levels by measuring how easy or difficult the customer rates the transaction experience or how likely the customer will promote the products or services to their peers.


With HP Transformation Services – CEM, HP can assist clients in their efforts to enhance their bottom line by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent. Additionally, clients can benefit from increasing the percentage of calls where higher-margin “add on” features are offered to, and purchased by, the customer.


A transformed contact center enables clients to optimize operating efficiency by increasing agent utilization and increasing the percentage of calls resolved at the first point of contact without transfer or escalation.


Want to read more? Read Kimberly Davis' blog post to learn how to leverage your contact center for new revenue opportunities. You can also read about Dennis DeGregor's discussion with TMCNet about personalized and customized experiences in contact centers.

Labels: BPO| contact center| CRM
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