Client Solutions > Analytics

Voice of the Employee

Identify Internal CX Drivers
Data-Driven Change

Internal CX Drivers

How your employees interact with customers throughout all levels has an enormous impact on customer experience. Identifying internal issues that may become or are already CX inhibitors are root causes for less than adequate CX results.

Convergys Analytics offers Voice of the Employee services that helps identify employee driven issues.   Analysis and feedback that encompasses management issues, training, culture and more pinpoint issues with data driven confidence. Prescriptive action drives change with data-driven evidence.

Services and Resources

  • Agent Voice

    Agent surveys covering issues such as management, compensation, on-boarding, training and benefits work to identify issues with the potential for frontline CX impact.

  • Attrition Analysis

    Uncover attrition predictors along with agent and employee attributes that likely lead to more successful hires.

  • Accelerated Action

    A Convergys online results portal delivers agent feedback to recruiters, trainers, and call center management for immediate insight and evidence for 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.

Improve In-Home Experiences

Any time a field technician enters a home, the customer's perception of your business is impacted ... for good or bad. We've developed an innovative approach to in-home CX management.

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