Client Solutions > Analytics

Behavior Modeling

Identify CX Speedbumps
Enhance Customer Experience

Reduce Customer Effort

Making your customers work hard to resolve an issue is frequently an unintended consequence of internal processes or procedures.   Use of multiple channels of communication compounds challenges as departments are unaware that a customer may have tried multiple methods of communication prior to their most immediate contact.

Decades of experience in optimizing contact center performance for organizations of all sizes makes Convergys Analytics uniquely qualified to deliver results that improve your customer experience metrics.  A wide range of resources can be applied such as call observation, survey review and correlation, focus groups and more to compile statistical evidence to isolate CX issues.

The Convergys Analytics team then offers prescriptive action that can include call flow redesign, systems modification, agent training and other directives to make changes that can be evaluated with data driven confidence.


Services and Resources

  • Effort Identification

    Convergys Analysts conduct call observations and analyze survey results to isolate unique agent behaviors contributing to high customer effort.

  • Playbook

    Delivers best-practice playbooks for each behavioral opportunity. Playbooks included unique steps to effectively demonstrate each behavior.

  • Results Example

    Optimizing agent behaviors significantly reduced effort for a large retailer. A 28% reduction in customer effort resulted in $500k annual savings.

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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