CX Insight to Action
Optimize Your Contact Center
Convergys Analytics brings 40 years of Customer Satisfaction (CSAT)/ Customer Experience (CX) insight AND enhancement capabilities to:
Your customers are choosing to interact with you over an increasing number of channels. Channel hopping compounds the challenge as your customers now expect that you know where they have been and what they are looking for as they move between your website, chat, email and voice. Intelligence is more critical than ever to ensure that unexpected or unintended actions are not becoming speed bumps on the road to CX success.
Convergys Analytics embeds a seasoned CX analyst within your contact center’s team to identify opportunities for CX enhancements. Information from call recordings, chat interactions. customer surveys, CRM systems, operational data and process documentation is used to identify opportunities for immediate improvement and ongoing optimization.
A Convergys CX Analyst and team of CX experts partners with your contact center leadership to identify opportunities for improvement from pre-launch and beyond.
Uncovers opportunities to offload voice call flow elements to digital channels to reduce effort while increasing efficiency.
Isolates key drivers of CSAT/NPS and maps contact center performance areas against drivers. The result is prioritized improvement areas with quantification.
Maps resolution by contact to determine drivers behind repeats. Provides guidance on areas where agents can help prevent repeat contacts.
Predictive analytics to identify agents who are likely to attrite in the near future. Supervisors can intervene to improve overall retention rates.
Identifies strengths and weaknesses of frontline employees and provides a playbook for each behavior to guide performance management.
Please call us or complete the contact form for more information about our services/solutions, or for our participation in your RFI or RFP process.
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