Client Solutions

Contact Center Optimization

Agent, Digital and Self-Service CX
Enhance Performance Across All Touchpoints

Next-Level Contact Center CX

Moments of truth that define the customer experience are frequently triggered with the performance of your contact center.   A proliferation of contact options challenge contact centers today as customers channel hop with the expectation that you know where they have been and can anticipate what they want.

Convergys has a unique perspective on how to optimize CX performance as one of the largest operators of contact centers around the world.   Our Contact Center Insights program includes embedding an experienced CX analyst within each engagement who knows your specific challenges, and will identify tactical and strategic action steps to realize results.

A critical differentiator is that the Convergys Analytics team will deliver a CX improvement playbook, AND work with managers and frontline employees to enact transformational change.   This can be an ongoing engagement with regular reviews that identify improvement with result that prove return on investment.

Services & Resources

  • Contact Center Insights

    Embeds an analyst within your contact centers team to identify specific people, process and technology improvements within a persistent engagement.

  • Process Optimization

    Agent quality & compliance processes or workflows could be misaligned with CX goals. Convergys Process Optimization delivers customer-centric recommendations.

  • Interaction Assessment

    A diagnostic point-in-time people, process and technology study that focuses on a specific channel (such as chat) or transition (such as mobile app to voice) to improve CX.

  • Statistical Evidence

    Convergys data science expertise distills insight with PhD-level expertise. CX action driven by statistical rigor enhance change and investment confidence.

  • Repeat Call Analysis

    Starts with repeat call history to plot cycle time and identification of patterns in customer effort. Delivers next-step prediction and call avoidance enhancement.

  • Channel Optimization

    Zeros in on CX issues specific to a channel such as Chat or IVR. Identifies drivers and upstream influence (e.g. website) for pain points. Provides prescriptive action.

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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