Client Solutions


Employee Engagement

CX Culture in Your Organization
Engagement at Every Level

Engaging Employees in a CX Culture

Making customer experience a tangible goal for many organizations is difficult due to an inability to gain a holistic perspective of effort and sentiment. If information is available, it is frequently siloed within a department, or limited to a specific channel of communication. At best, fragmented insight is available if someone really wants to make the effort.

Convergys Analytics provides a range of technology and services to overcome the challenge of obtaining a 360-degree view of the customer. Perhaps equally important, Convergys makes it easy to share CX detail with views tailored for specific roles. Tools are also available to provide input in real time and drive action with case management. 

The result is a foundation for a CX culture shift through real-time awareness of experiences and information that empowers employees to make meaningful change with confidence.

 

Services and Resources

  • Real-Time CX

    Feedback from surveys, chats and more is presented in digital format as data is acquired. Graphical presentation makes it easy to understand in context with drill down.

  • Attrition Analysis

    Agent performance across a number of factors is statistically analyzed to pinpoint areas for improvement and for agent attrition prediction.

  • Voice of the Employee

    The Convergys digital platform makes it easy for employees to submit suggestions for improvement along with results achieved for CX enhancements.

Related Resources

See All Resources

Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

You need a full-service partner expert in a wide range of research techniques, and a team of experienced analysts to interpret the findings. Now your search is over.

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