HP launches CEM services for contact centers

Staff writer
23 Aug 2012

HP Enterprise Services now offers 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 across all channels, such as smartphones, social media and email, to enhance competitive advantage.

These services aid 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.

To assess the quality and effectiveness of a client’s contact-center operations, 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.

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