Client Solutions > Analytics

Closed Loop

CX Insight to Action
Change for Results

Converting Insight to Action

The power of a Voice of the Customer program is unleashed when insights supported by evidence are used to make changes that deliver results for your customers and your organization.   A Convergys VOC program includes delivery of a playbook that identifies with priority specific issues that impact CX, along with suggested action to resolve the issue.

The Convergys CX platform is a web-based service providing real-time feedback and alerts for insight.   However, also included are case management resources that make it easy to pinpoint what needs to be done, and to track results over time.   This tools becomes a CX communication hub that helps prove ROI for persistently and proactively managing the voice of your customer.


Services and Resources

  • Root Cause

    Convergys algorithms and data science combined with deep CX experience pinpoint specific reasons for CX challenges.

  • Case Management

    Agents and employees at any level can create a digital “case” to prescribe action and track results.

  • Service Recovery

    Provides proactive churn intervention by triggering alerts based on survey scores and keywords. Real-time or email alerts enable proactive offers and immediate 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.

Convergys is named a 2017 Top Research Firm by the AMA

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