Social media has changed the way organizations can serve and engage customers. In this age of social media, enterprises need to transform their contact centers into hubs for customer relationship management (CRM) and provide meaningful, insightful data collection. The data can be analyzed later to identify the areas of improvement. HP Enterprise Services has come up with a suit of new services designed to help enterprises deliver great customer experiences across all channels, such as smartphones, social media and email, to enhance competitive advantage.

The new HP Transformation Services -- Customer Engagement Management (CEM) are expected to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers, HP claimed in a press release. The new services will help the contact centers to transform themselves in order to be able to deliver personalized and customized experience.

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.

The new HP Transformation Services will 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. Leveraging HP Transformation Services -- CEM, the clients can enhance their bottom line by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent. The clients can also benefit from increasing the percentage of calls where higher-margin "add on" features are offered to, and purchased by, the customer.

The services include the assessment of the quality and effectiveness of a client's contact-center operations. To this end, HP consultants analyze the current environment against industry benchmarks. After gathering data, HP identifies areas for improvement, such as appropriate use of staff, processes, standards and the overall technology environment.

The next level of service involves preparation of a roadmap with the plan, approach and milestones to implement the business process changes. The roadmap includes initiatives intended to close the gaps between current and future states of the contact center while balancing investment, benefit, timing and risk.

“Contact centers must transform to meet the needs of customers who expect a personalized and customized experience. HP consultants help drive this transformation based on our deep heritage of contact-center operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction,” Vice President of Business Process Outsourcing at HP Danila Meirlaen noted in a statement.

To find out more about Damon Carter and Zeacom (News - Alert), visit the company at ITEXPO. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. Carter is speaking during “Microsoft Lync: Seperating Hype from Reality.” For more information on ITEXPO, click here.