CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: Customers have a message for companies about the state of customer service: “Listen to us.” Now what?
CINCINNATI & BIRMINGHAM, UK-(Business Wire)-September 24, 2009 - At the Call Centre and Customer Management Expo this week in Birmingham, UK, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared insights from its proprietary research study on the customer experience. In addition to speaking at the event, Convergys hosted an exhibit booth, showcasing for attendees its solutions for reducing the cost of delivering customer service while improving the customer experience.
Speaking on the “Top 10 Things Your Customers Want You to Know,” Convergys’ Frank Sherlock discussed what customers expect from customer service, how customers react to poorly delivered service, and what companies can do to improve their service delivery and delight their customers. Sherlock is senior vice president and general manager for Convergys’ Global Business Unit in EMEA, responsible for aligning resources and focus on growing the Convergys’ Customer Management line of business.
According to Sherlock, consumer respondents to the research study say they want to deal with knowledgeable employees who can address and resolve their issues on the first contact. They see those front line employees as key to delivering superior service. The survey respondents also indicate that they are unlikely to complain about a bad service experience directly to a company, but they are likely to share their experience with everyone else. The Convergys research shows that bad experiences go unreported 37 percent of the time because consumers believe the company will not act on their feedback, while a startling 87 percent of the survey respondents say they would share their bad service experiences with friends and colleagues.
Survey respondents also indicate that consumers want to be treated as “valued” customers, that customer service trumps brand and price as a key differentiator for companies after the sale, and that consumers expect access to agent-assisted and self-service options anytime and from anywhere. Their preference for automated self-service channels has doubled in the last four years, and now 55 percent of consumers believe that automated self-service resolution is better than waiting for an agent, particularly if their issues can be resolved quickly.
Sherlock also shared how companies can leverage insights from the research to better deliver superior customer service and cultivate their customer relationships for the long term.
To view a copy of the presentation, click HERE.
To view information from the recently released Convergys research study on the customer experience and to download key U.S. and U.K. findings along with snapshots of respondent perspectives across 10 industries, 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
To receive Convergys news releases by email, click HERE.
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 28 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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