Press Room
Convergys Thought Leadership Speaker Series
Customer service is still a people-intensive business, even with the addition of new self-service technologies. Now what?
(Cincinnati and Manila; September 5, 2008) - At the Talent Management Conference 2008 in Makati, Philippines, Convergys Corporation (NYSE: CVG), a global leader in relationship management, will share its insights on how to attract, retain, and nurture top talent in the highly competitive customer service industry.
Speaking on "Managing a Labor Shortage," Convergys’ Marife Zamora discusses some of the latest approaches and innovative programs that Convergys uses to ensure it has the best talent possible to help its clients efficiently and effectively deliver superior customer service. As Convergys’ country manager for the Philippines, Ms. Zamora is responsible for overseeing the operation of Convergys’ nine contact centers with 14,500 employees in the Philippines. She is also responsible for growing the company’s business in the Philippines and helping Convergys clients worldwide drive greater value from their customer and employee relationships.
According to Ms. Zamora, managing a people-intensive business like customer service requires an approach to talent management that is intent on developing and sustaining a work environment where people want to work, especially in times when there is a labor shortage. In part, she says, this requires understanding and accommodating work-life balance issues fairly and equitably for all employees and knowing what factors trigger an employee to leave so you can identify an “at-risk-of-exiting” employee early to engage with the employee on addressing those factors. Beyond the cost of replacing an employee, staff turnover costs the company in terms of low employee morale, lost institutional knowledge, high training costs, and poor customer service.
Questions addressed by the Convergys presentation include:
- What are the keys to attracting and retaining top talent?
- What factors trigger employees to leave?
- What tools can be implemented to reduce employee attrition?
To view the Convergys presentation, please go to 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