Go BackDone right, self-service automation will improve customer satisfaction, reduce the cost to serve, and increase revenue uptake. Now what?
At the Customer Care and Experience Management Conference hosted by TeleStrategies this week in Washington, DC Convergys Corporation, a global leader in relationship management, will share its insights on successfully implementing self-service solutions to improve the customer experience.
Speaking on "Implementing Self-Service Solutions that Build Lasting Customer Relationships," Convergys' Jo Ann Parris will explain a best practices approach to self-service automation. Her presentation includes two case study examples where a communications service provider and a financial services company applied the approach to achieve such results as a 9-plus percent improvement in customer satisfaction scores in the first six months, an 8 percent reduction in customer churn, and a containment rate now in excess of 90 percent.
Ms. Parris is a vice president in Convergys' Relationship Technology Management organization, which is responsible for improving the quality and value of interactions across live agent and self-service channels, using the latest advanced technologies in speech automation, web-based self-service, and analytics.
Poorly implemented self-service solutions can be very damaging to a business. They can quickly lead to increasing customer dissatisfaction and fewer upsell/cross sell opportunities, high rates of opt outs that ironically increase overall customer service costs, and an erosion of the customer base that undermines the long-term economic viability of the business.
Even with the best of intentions, many companies have faltered in their application of self-service solutions in recent years and have compromised the benefits they could reap from a useful and meaningful customer experience supported by self-service solutions. Industry studies indicate that nearly half of customers today say that the majority of their customer service experiences are bland and unsuccessful.
Questions addressed by the Convergys presentation include:
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How can I push customers to self-service without lowering customer satisfaction?
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What technologies will help me personalize the self-service experience to make the interactions more meaningful?
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When done right, what tangible benefits can I expect from self-service automation?
To view a copy of the presentation, please visit: http://convergys.com/company/news-events/event_details.php?event_id =173 (Due to its length, this URL may need to be copied/pasted into your Internet browser's address field. Remove the extra space if one exists.)
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 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 25 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 eight consecutive years. We have approximately 75,000 employees in 87 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
Date - 15/07/2008
