Convergys Speaker Series: Technology is at the forefront of call center innovation, now what?
At the Fourth Call Center IP and CRM Seminar this week in São Paolo, Brazil, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on the importance of leveraging technology to drive innovation in the delivery of call center services.
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Speaking on, “How Innovation Can Change the Contact Center Business,” Convergys’ Thais Marca discussed the importance of upgrading the service delivery platforms in today’s call centers to enable greater innovation in the delivery of a superior customer service experience. Marca is general manager of Convergys’ Latin American operations.
According to Marca, companies should first and foremost upgrade their self-service voice portals. Targeted, well-designed use of innovative voice portal applications will reduce cost per call, improve accuracy of call routing to live agents, and improve customer satisfaction. Today’s voice portals utilize customer intelligence within process flows to better route calls, change menu options on demand to make information easier to find, and present customized data in order to improve the overall customer experience, noted Marca.
Another leading advancement of today’s voice portals is the addition of multimodal functionality and web content access, all while keeping the original voice channel available. In her presentation, Marca shared a case study that discussed how a Convergys client is on target to save tens of millions of dollars a year from its new voice portal, which is helping the company to increase self-service automation for up to two-thirds of all service calls, gain better customer insight through call analytics, and create an integrated self-service to live agent customer experience.
To view a copy of the presentation, please visit: http://convergys.com/company/news-events/events.php.
Convergys blogs, podcasts, and webinars on the latest industry trends and thought leadership in relationship management can be accessed via http://www.convergys.com.
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. For more information, visit http://www.convergys.com