CINCINNATI — Convergys Corp. has announced the introduction of a new relationship management approach to help its clients gain strategic advantage.
The approach applies consulting services, business analytics, and technology to drive greater value from interactions a client has with its customers and employees.
“No other company can offer the same breadth of relationship management services, solutions, and levels of expertise that Convergys can. Our decades of leadership in both customer and employee care outsourcing, innovative software development, and the application of analytics for continuous improvement enable us to drive greater efficiencies and effectiveness in the customer and employee service experience for large organizations around the world,” said Dave Dougherty, Convergys president and CEO.
According to Gartner Research director Jim Davies, “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,” Davies added.
The Convergys relationship management approach enables Convergys clients 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, thus creating a strategic advantage.
To support increasing client demand for more technology enablement of the customer and employee service experience, Convergys has formed a new Relationship Technology Management group to accelerate the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels.
This group will leverage the latest advanced technologies in speech automation and Web-based self-care, enhanced with analytics to capture and analyze intelligence from the interactions.
Andrea Ayers, who has held senior leadership positions in contact center operations, marketing, new business development, and key account management during her 18-year career at Convergys, will lead the Relationship Technology Management group.