Time Warner: Strengthening Customer Contact
Time Warner Cable wields HP technologies to strengthen customer contact
Customer service productivity jumps five points in updated call center
Objective:
Serve customers better and faster by improving the call center infrastructure
Approach:
Evaluate, select, and implement user-friendly call center software and industry-standard technologies
Business technology improvements
• Integrates back-office systems, enabling quicker access to relevant information and response to customer calls
• Reduces security vulnerabilities with the HP client virtualization solution, allowing protection of customer data and Securities Exchange Commission compliance
• Enables the IT department to sustain call center growth without employing more system administrators
• Improves system availability 95% and provides disaster recovery, which reduces the risk of customer disappointment and revenue loss
• Allows the IT staff to meet growing demand for new end-user applications
Business outcomes
• Lowers total operational costs by 31%
• Improves customer service representative (CSR) productivity by five points and speeds call fulfillment, which builds customer retention and satisfaction
• Saves 20% in energy costs compared with previous hardware
• Reduces personnel costs by mitigating the need for high-paid UNIX expertise
Read the full Time Warner Paper.
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Time Warner: Strengthening Customer Contact
Time Warner Cable wields HP technologies to strengthen customer contact
Customer service productivity jumps five points in updated call center
Objective:
Serve customers better and faster by improving the call center infrastructure
Approach:
Evaluate, select, and implement user-friendly call center software and industry-standard technologies
Business technology improvements
• Integrates back-office systems, enabling quicker access to relevant information and response to customer calls
• Reduces security vulnerabilities with the HP client virtualization solution, allowing protection of customer data and Securities Exchange Commission compliance
• Enables the IT department to sustain call center growth without employing more system administrators
• Improves system availability 95% and provides disaster recovery, which reduces the risk of customer disappointment and revenue loss
• Allows the IT staff to meet growing demand for new end-user applications
Business outcomes
• Lowers total operational costs by 31%
• Improves customer service representative (CSR) productivity by five points and speeds call fulfillment, which builds customer retention and satisfaction
• Saves 20% in energy costs compared with previous hardware
• Reduces personnel costs by mitigating the need for high-paid UNIX expertise
Read the full Time Warner Paper.
