We’re taking our analytics and pointing them inward, integrating skilled data analysts into Convergys’ contact center operations.
Integrating Analytics into the Operational Delivery Model
The contact center provides a wealth of data about the broader customer experience. How much effort do customers expend to resolve issues? What impact do holds and transfers have on satisfaction? Where are the largest opportunities for increased first call resolution? To answer these questions, we embed trained analysts into the contact center operational team who focus exclusively on extracting value from data exchanged everyday between you and your customers.
Our Portfolio of Solutions Includes
Woven into the CI² delivery model is a member of the Applied Analytics team trained specifically in agent clustering and performance management techniques. This resource, embedded into the fabric of Convergys’ operational service delivery model, serves as an extension of the program team and focuses exclusively on metrics attainment.
