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According to Yuen, proprietary Convergys research on the service experience reveals that over a third of customers report having bad service experiences. To address this, he suggests companies first define a customer segmentation strategy that uses customer intelligence to better understand and segment customers, thereby enabling companies to serve each customer better. He noted that a Convergysclient had done just that and had achieved impressive results. By deploying an intelligent decisioning solution, the company's agents could make real-time recommendations on what to offer -- and when -- to help save customers, resulting in a customer retention improvement of nearly 10%.

Other actions companies should take, according to Yuen, include maximizing self-service to provide anytime, from anywhere, service -- a customer preference that has doubled as a preferred service option over the past four years according to Convergys' research.

Additionally, Yuen advises enterprises to optimize their agent-assisted services by fine tuning contact center operations to achieve maximum efficiency and by providing intelligent solutions to enable agents to provide informed service quickly on the first contact. Over 62% of respondents to the Convergysresearch study said they are looking for knowledgeable agents that address their needs on the first try.

Lastly, says Yuen, companies must deliver pertinent, relevant, and timely alerts and notifications to customers over the channel they prefer through proactive service technologies. For example, an online retail company might provide an automated shipment update via email, preventing the inconvenience of signing in to a website or having to call for order status. Additionally, a pharmacy could notify its customers through an automated call when their customers are eligible to refill their prescriptions. These examples improve the service experience and also improve customer retention.

To view information from the Convergysresearch on the customer experience and to download key U.S.and U.K.findings along with snapshots of respondent perspectives across 10 industries including healthcare, click HERE.

To learn more about the Convergysspeaker program and the availability of speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com

About Convergys

ConvergysCorporation (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. Convergysturns 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 many countries and languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 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

CONTACT: John Pratt, Business & Financial Media, Convergys Tel: +1 513 723 3333 e-mail: john.pratt@convergys.com Jeff Hazel, Trade & Social Media, Convergys Tel: +1 513 723 7153 e-mail: jeff.hazel@convergys.com

((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to info@m2.com.

According to Yuen, proprietary Convergys research on the service experience reveals that over a third of customers report having bad service experiences. To address this, he suggests companies first define a customer segmentation strategy that uses customer intelligence to better understand and segment customers, thereby enabling companies to serve each customer better. He noted that a Convergys client had done just that and had achieved impressive results. By deploying an intelligent decisioning solution, the company's agents could make real-time recommendations on what to offer -- and when -- to help save customers, resulting in a customer retention improvement of nearly 10%.

Other actions companies should take, according to Yuen, include maximizing self-service to provide anytime, from anywhere, service -- a customer preference that has doubled as a preferred service option over the past four years according to Convergys' research.

Additionally, Yuen advises enterprises to optimize their agent-assisted services by fine tuning contact center operations to achieve maximum efficiency and by providing intelligent solutions to enable agents to provide informed service quickly on the first contact. Over 62% of respondents to the Convergys research study said they are looking for knowledgeable agents that address their needs on the first try.

Lastly, says Yuen, companies must deliver pertinent, relevant, and timely alerts and notifications to customers over the channel they prefer through proactive service technologies. For example, an online retail company might provide an automated shipment update via email, preventing the inconvenience of signing in to a website or having to call for order status. Additionally, a pharmacy could notify its customers through an automated call when their customers are eligible to refill their prescriptions. These examples improve the service experience and also improve customer retention.

To view a copy of the presentation, click HERE.

To view information from the Convergys research on the customer experience and to download key U.S. and U.K. findings along with snapshots of respondent perspectives across 10 industries including healthcare, click HERE.

To learn more about the Convergys speaker program and the availability of speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or jeff.hazel@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 many countries and languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 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

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SOURCE: Convergys Corporation

Convergys Corporation 
Business & Financial Media - John Pratt 
+1 513 723 3333 or john.pratt@convergys.com 
or 
Trade & Social Media - Jeff Hazel 
+1 513 723 7153 or jeff.hazel@convergys.com

Convergys' technical support agents will continue to provide troubleshooting and resolution services over the phone to the client's video service subscribers, the company said.

"Convergys knows this client, its business, and the products it sells, thanks to a mutually beneficial relationship that spans many years," said Jim Boyce, Convergys President, Global Business Units. "Our shared history enables Convergys to provide a perspective to the client as it relates to servicing that no one else can. We will actively bring forward ideas to help our client improve customer care and customer satisfaction, which Convergys research shows is a key indicator of continued customer loyalty."

Convergys Technical Support Solutions enable companies to focus on their core competencies - their products and services - while Convergys manages the customer experience with highly trained, certified staff and self-service technologies.

More Information:

www.convergys.com

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