Client Solutions > Analytics

Service Outline

Cost Effective CX Partnership
CX for Bottom-Line Results

Take Your Contact Center to the Next Level

Convergys can immediately boost your ability to pinpoint your customer experience drivers without having to add expensive resources for technology or experienced analysts.    A Convergys Integrated CX Insights engagement allows your organization to focus on operations with far greater intelligence to drive engagement, loyalty and advocacy while increasing efficiency. 

A Convergys CX expert gets to know your business, working with your team to tactically adjust for CX issues and strategically reviewing what can be done to improve your competitive standing. Integrated CX Insights is designed as a cost-effective persistent effort to stay ahead of dynamic market shifts and internal process or procedural change.


Services and Resources

  • Pre-Launch Assessment

    Study of call drivers and call flows to minimize unnecessary hand-offs/transfers, isolate more efficient paths and uncover opportunities to improve digital containment.

  • Persistent Diagnostics

    Identifies emerging trends and symptoms of ‘pain’ on a regular basis. Diagnostic reports focus on high-impact opportunity areas such as NPS, FCR, and AHT.

  • Prescriptive Action

    Drills into high-impact opportunity areas to isolate the ‘root-cause’ of performance issues, prescribe specific recommendations and quantify the ROI/KPI influence.

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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