新聞稿: 2012年08月07日
主題:

HP 協助企業通過優化聯絡中心提升顧客滿意度、增加營收

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香港,2012年8月7日 — HP 企業服務今天宣佈推出全新服務,旨在透過優化企業聯絡中心(contact center)的運作效率以協助其加強顧客滿意度及增加營收。

隨著社交媒體迅速普及,機構能服務及吸引顧客的方法也變得日新月異。為滿足顧客的需求,企業需要將其聯絡中心革新為樞紐以作客戶關係管理,以及提供具意義和洞察力的數據收集之用。

全新的HP Transformation Services – Customer Engagement Management (CEM)旨在協助企業透過不同渠道提供理想的顧客體驗,如智能電話、社交媒體及電郵等,從而增強競爭優勢。這些服務能評估顧客於交易體驗的容易或困難程度、或顧客向朋輩推廣產品及服務的可能性,以協助客戶提升服務水平。

憑藉HP Transformation Services – CEM,HP 可協助客戶透過聯絡處理的每宗交易計算以增加營收、每名服務人員(agent)出售的產品或賺取的收入,從而提升客戶的利潤。此外,客戶可增加聯絡個別顧客的比率,為其提供收益較高的「添加」功能並因其購入而獲利。

HP亞太區及日本企業服務部應用程式服務及業務服務副總裁Rajesh Narasimhan表示:「聯絡中心必需革新以滿足顧客對個人化及度身訂造體驗的期望。HP 顧問基於我們對聯絡中心運作、業界經驗及環球業務的深厚傳承,協助推動這個轉變,從而讓客戶增加營收及提升顧客體驗。」

為評估客戶的聯絡中心運作質素及成效,HP 顧問按業界基準分析現有環境。HP在收集數據後找出可改善的地方,如恰當運用員工、流程、標準及整體技術環境等。

根據分析結果,HP 將預備路線圖,連同計劃、方法及里程碑,以推行業務流程的變更。路線圖包括旨在填補現有及未來聯絡中心狀態差距的計劃,同時平衡投資、效益、時間及風險。

HP 亦提供指導及支援服務,以協助客戶在執行時取得最理想的效果,例如「我們如何執行…」工作坊,利用HP 的最佳實踐庫重點放於提供切合客戶資源、投入時間及預算限制的解決方案。共同協作有助提升獲取優勢的速度及精確性,從而達致縮短學習及執行流程的目標。

經革新的聯絡中心讓客戶透過增加服務人員使用率,以及提升於首次聯絡中心解決問題而毋須轉駁或提交上司處理的聯絡百份比,從而優化營運效率。

售價及推出日期

HP Transformation Services – CEM 是 HP 客戶關係管理 (HP Customer Relationship Management)服務的其中一項服務,現已於全球推出,售價按客戶參與度(customer engagement)而有所不同。

進一步資料可瀏覽 www.hp.com/go/transformationservices-cem

HP的主要歐洲, 中東及非洲地區 客戶活動 – HP Discover – 將於12月4日至6日在德國法蘭克福舉行。

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