Press Room
Convergys Thought Leadership Speaker Series
When in need of customer service, customers are easily frustrated and quick to defect when the experience is poor and time-consuming, regardless of channel. Now what?
(Cincinnati; September 11, 2008) - At the Gartner Customer Relationship Management Summit 2008 in Washington, DC, this week, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on how to use technology-based solutions to increase customer satisfaction and save customers, whether using agent-assisted services or automated self-service solutions.
Speaking on "Driving Satisfaction and Growth through the Customer Experience," Convergys’ Mike Betzer discussed how one company applied an automated self-service solution to improve response time and service quality, while another company deployed a technology-based solution to equip agents at a save desk with customer intelligence to improve save rates. Betzer is president of Convergys’ Relationship Technology Management organization.
According to Betzer, companies today need high-quality integrated relationship management solutions, combining both automated and live agent services, to drive more value from their relationships with their customers and employees. The Convergys relationship management approach, he says, enables companies to better understand and serve their customers, better manage their global workforce as a corporate resource, drive more value from their relationships with their customers and employees, and improve their business performance, thereby creating a strategic advantage.
Questions addressed by the Convergys presentation include:
- How are customer preferences changing with regards to preferred channels of contact for customer service?
- How can technology help agents improve the customer experience and reduce churn?
- How can automated self-service solutions improve problem resolution and increase customer satisfaction?
To view a copy of the presentation, please visit: http://www.convergys.com/company/news-events/events.php
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director, Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com.
To receive Convergys news releases by email, click on http://www.convergys.com/news_email.html.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for seven consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
Contacts:
Business and Financial Media -- John Pratt
+1 513 723 3333 or john.pratt@convergys.com
Trade Media -- Jeff Hazel
+1 513 723 7153 or jeff.hazel@convergys.com
Want to find out more? Please contact:
+1 888 284 9900 +1 513 723 7000