Client Solutions > Analytics

Digital Process Offload

Shift to Digital Channels
Reduce Customer Effort

Optimize Interactions

Established agent practices are frequently at the root of “institutionalized inefficiency”.   Direction on how to guide customers toward resolution may have worked in the past.   However, changes in customer behaviors or internal policies can make what was previously an efficient call flow now obsolete.  

Convergys Analytics reviews every step of your customer interactions to identify specific areas that would benefit from introduction of a digital channel.   Results include reduction of customer effort, enhanced satisfaction AND improved efficiencies.


Services and Resources

  • Channel Review

    Agent interactions are reviewed in detail through call observation, statistical analysis, and customer feedback correlation. Digital options are offered with CX benefits.

  • Insight to Action

    Convergys CX analysts deliver detailed alternatives for call flow and process change. Analysts work with operations teams to re-structure call flow steps and deliver training.

  • Results Example

    Password Reset – Identified a call flow that eliminated 3-5 steps on the phone. Analysis and A/B testing reduced Average Handle Time (AHT) by 113 seconds with positive CX.

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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