Contact Center Solutions Featured Article

Convergys Announces New Relationship Management Approach

November 08, 2007

Convergys (News - Alert) Corporation is stepping up their bid to improve customer interactions with a new relationship management approach that will help their clients gain more value from interactions as well as strengthen their strategic advantage.
 
With the new offering, Convergys clients will be able to better understand and serve their customers.
 
The new management approach will also help Convergys clients to better manage their global workforce as well as improve their business performance. With the approach, the global workforce will become a corporate resource and will increase the value of relationships to better meet customer needs and expectations.
 
Convergys new Relationship Technology Management group has also been formed to "support increasing client demand for more technology enablement of the customer and employee service experience," and to "accelerate the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels."
 
The new group will utilize speech automation and web-based self care technologies as well as analytics to capture and analyze intelligence from interactions.
 
“Improving the customer experience is an important business priority. However, many organizations are failing to deliver on customer experience expectations due to channel inconsistencies, poor expectation setting, a reactive rather than proactive approach to service, and their engrained unwillingness to engage in more open, two-way customer relationships. Organizations that strive to overcome these challenges will gain notable competitive advantage over the next few years,” Gartner (News - Alert) Research Director Jim Davies commented in a statement to the press.
 
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 

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