Convergys Announces New Knowledge Creation Center
CINCINNATI - Convergys Corporation (NYSE: CVG) introduced its new Knowledge Creation Center. Utilizing advanced data collection and analytic tools, the center mines "voice of the customer" feedback to enable Convergys to develop and implement client programs.
Knowledge Creation Center data enables Convergys to develop and implement customer care programs that address such client challenges as: what is the appropriate contact channel mix to achieve optimum sale close ratios, average handle time, customer satisfaction scores and cost per channel? What business processes should be outsourced, how much, when and to whom? What best practices drive maximum customer satisfaction? What is the tenure, training, and recruitment profile of the most successful up-sell/cross-sell agents?