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.
 
 
Related Articles:
 
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014

Omni-Channel Success: It's All About the Data, and the Process

Research has shown that providing detailed product information helps customers make buying decisions more quickly, and retailers and brands are making efforts to capitalize on that. Whereas a few years ago, product listings may have included price, one or two photos and a basic product description, today's product information includes detailed, keyword-rich descriptions for SEO, additional photo views, videos, product comparisons, "people who bought this also bought" recommendations, warranty in… [ Read More ]
09/16/2014

Call Centers in Philippines Concerned with Talent Pool and Attrition

A recent study concerning call centers in the Philippines suggests that companies in the region fear that their talent pool is drying up and that employee retention continues to be a large problem in the industry. [ Read More ]
09/16/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!