Client Solutions > Analytics

Optimize CSAT

Reduce Customer Effort
Boost NPS and CSAT Scores

Make Your CX Scores Stand Out

Any contact center measuring Customer Satisfaction (CSAT) and Net Promotor Scores (NPS) is well aware of the impact they represent for loyalty as well as executive visibility.  Poor or downward trending CX metrics demand action.  Scores in acceptable ranges also cannot be ignored given the dynamic landscape of customer behavior, your competition, and internal processes.

Convergys Analytics adds a unique layer of intelligence for your contact center operations to identify insight and prescribe action that will move CSAT and NPS scores.


Services and Resources

  • Data Profiling

    Convergys Analysts conduct call observations and analyze survey results to isolate unique elements of the call experience that are contributing to customer frustration.

  • Insight to Action

    Convergys creates scripting to handle common questions from frustrated customers, ideas to paraphrase and techniques to better demonstrate ‘understanding’ and ‘empathy’.

  • Results Example

    Call flow improvement delivered a 13-point gain in the Net Promoter Score (NPS) with no increase in handle time.

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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