What is the first word that you associate with the phrase “contact centre”? It is probably “telephone,” because contact centres have been built upon that form of communication since their inception. However,
wants businesses to think beyond telephony when it comes to contact centres. The company recently introduced what it calls “Transformation Services” – consultation and advice on how to optimize contact centres to retain customers and gain greater revenue.
HP’s Transformation Services – Customer Engagement Management Services, which are available globally, combine consulting with technological solutions to improve customer experiences with contact centres, explained Dennis DeGregor, worldwide CRM executive at HP. He explained that HP launched Transformation Services “to get ahead in the customer engagement management space by addressing the needs of the typical contact centre, which is not equipped to handle the needs of a 21st century social media and Internet savvy consumer.
DeGregor stressed that the contact centre of the 21st century operates on the “pull” model. This model differs from the inbound contact centre model in that a great deal of customer interaction between customer and company takes place in the social media sphere. In the new model, contact is “initiated by an educated consumer” looking for things such as information, post-sales service and peer reviews, said DeGregor. HP’s goal is to shift contact centres towards a “customer-centric” model with social media at its core.