47 whitepaper results
of 5
self service

Self-service has become an integral component of journey design as the modern customer demands speed, accuracy and consistency across all support touchpoints. By incorporating elements of self-service into the design phase of journey mapping, companies are improving customer satisfaction on the one hand and their key business metrics on the other. In this eBook, we discuss the elements of journey mapping and how it can help evangelise intelligent self-service initiatives within an... Learn more


In 2018, understanding your customers’ journeys as they interact with your brand across touchpoints and channels is paramount for driving optimal business results. But with so many disparate channels, tools and data sources accomplishing this can be a near-impossible task (with traditional analytics methods and tools, that is). In this information-packed 64-page eBook, you’ll discover how leading marketing and customer experience teams are adopting cutting-edge journey analytics technology to... Learn more


Customer feedback surveys are essential for understanding what contributes to satisfaction and emotional engagement for your customers. Quantitative (choose an answer) and qualitative (open ended questions) will help you identify your core components of loyalty and sentiment. A Voice of the Customer (VOC) programme that includes customer surveys across multiple channels with software to aggregate and analyse responses is needed. Text analytics makes it easy to pinpoint issues with sentiment... Learn more


As communication channels expand and customer inquiries become more frequent and complex, customer care leaders are facing a tough question: ‘How do we deliver the best customer experiences to a market that wants to self-serve in digital channels, but still needs agent assistance in crucial moments?’ Today, big customer experience (CX) performance gains don’t happen with off-the-shelf technologies or the efforts of tactical project teams. CX has gone strategic. It’s tricky stuff, requiring... Learn more


This lookbook spotlights the coolest, most out of the ordinary and spectacular projects and results achieved by the Convergys Analytics team in a single year. Download the report for case studies on:Feedback fantasticSocial savvyBurn churnChannel challengePredictive powerSuper sleuths Learn more

customer journey

What are the most important issues that you should zero in on when examining your customer journeys? Knowing what to look for first can go a long way toward helping you get jump-started on implementing corrective action. Based on their experience in conducting customer journey mapping for leading global enterprises, Convergys discovered the following list of the 13 most common pain points that customers encounter in journeys today. Use this list to target the critical factors that influence... Learn more


Drive action from customer feedback insight with a framework that creates a culture of CX optimisation. So many CX teams capture feedback from their customers, but are challenged to turn that insight into action. This whitepaper zeros in on this seemingly universal pain point by offering a comprehensive model for working with frontline employees and the entire organisation to create awareness, accountability and action for customer experience optimisation.  It provides a framework that... Learn more

A step-by-step guide for best practices when outsourcing contact center services

Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has gone hand in hand with call centers for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many... Learn more

Eliminate digital asset chaos with a rich media ecosystem

Learn how to manage valuable digital brand assets to multiple channels and devices and create better customer engagement along the way.  Everywhere you turn – whether working online, browsing your favourite print catalogue or simply strolling through a retail store saturated with revolving product ads embellished by video and music – you can’t help but think our world has gone multimedia mad. If your business intends to thrive and win in today’s marketplace, it’s no longer sufficient to... Learn more

Data integration for an improved customer experience

Learn how to respond to customer needs in a data-driven landscape. There’s a wealth of data that businesses can leverage to learn more about consumers, and many companies are already taking part in analytics projects aimed at understanding client tastes and demands. In fact, Gartner noted that 48 per cent of businesses took steps to invest in big data analytics last year, and another 25 per cent plan to invest in these processes within the next two years. However, in many cases, organisations... Learn more

47 whitepaper results
of 5