http://www.convergys.com/vision/rm-insights/ en-us © Convergys Corporation 2008 Convergys Welcome to the Convergys Customer Management podcast series. Convergys provides solutions that optimize the everyday interactions between customers and employees. This series of podcasts includes the latest research, tips, and informative discussions surrounding your business needs. Welcome to the Convergys Customer Management podcast series. Convergys provides solutions that optimize the everyday interactions between customers and employees. This series of podcasts includes the latest research, tips, and informative discussions surrounding your business needs. Clean Convergys, customer, outsourcing, consulting, solution, call center, customer care, customer management Convergys Corporation marketing@convergys.com Convergys In this podcast, you'll learn how to personalize your outbound customer communications. pc0041 Tue, 09 Feb 2011 1:00:00 EST 6:19 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Experience Convergys pc0038 Wed, 14 July 2010 1:00:00 EST 3:55 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Experience Convergys pc0036 Thur, 3 June 2010 1:00:00 EST Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Financial Services Convergys pc0035 Thur, 3 June 2010 1:00:00 EST Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Financial Services Convergys In this podcast, TSIA President/CEO J.B. Wood, author of The Complexity Avalanche, explains how tech companies can drive new revenues and profits in both service and sales by reinventing service organizations to help customers and users maximize the business value inherent in technology products. pc0033 Tuesday, 8 June 2009 1:00:00 EST Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Technology Convergys Learn about this new generation and the three bedrock principles for customer service http://www.convergys.com/podcasts/audio/rmpodcast32.mp3 pc0032 Mon, 19 Apr 2010 1:00:00 EST 8:20 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Service, Customer Satisfaction, Customer Experience Convergys Hear five ways to work on turning your satisfied customers into loyal customers. http://www.convergys.com/podcasts/audio/rmpodcast29.mp3 pc0029 Fri, 6 Nov 2009 1:00:00 EST 5:28 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Loyalty, Customer Satisfaction, Customer Experience Convergys Gain the latest retail insights on how to stop shopper defection and increase revenue now. http://www.convergys.com/podcasts/audio/rmpodcast28.mp3 pc0028 Fri, 23 Oct 2009 1:00:00 EST 18:04 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Outsourcing, Retail Convergys Learn five considerations when selecting your customer service outsourcing partner from 25-year retail veteran, Mark Ballard. http://www.convergys.com/podcasts/audio/rmpodcast27.mp3 pc0027 Fri, 9 Oct 2009 1:00:00 EST 14:25 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Outsourcing, Retail Convergys Careful consideration of business needs and customer requirements are important in establishing service level targets. But when doing so, keep these three rules in mind. http://www.convergys.com/podcasts/audio/rmpodcast26.mp3 pc0026 Fri, 25 Sept 2009 1:00:00 EST 4:47 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Service Levels, Quality Assurance Convergys Hear how real time billing and customer service can revolutionize the telecoms industry. http://www.convergys.com/podcasts/audio/rmpodcast25.mp3 pc0025 Tues, 15 Sept 2009 1:00:00 EST 4:42 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Experience, Customer Service Convergys Find out how to effectively evaluate and train agents to dramatically enhance your customer interactions. http://www.convergys.com/podcasts/audio/rmpodcast24.mp3 pc0024 Fri, 28 Aug 2009 1:00:00 EST 3:41 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Loyalty, Customer Experience Convergys Find out how a solid investment in speech technology is the smartest way to keep your customers satisfied and loyal. http://www.convergys.com/podcasts/audio/rmpodcast23.mp3 pc0023 Fri, 14 Aug 2009 1:00:00 EST 4:24 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Speech Solutions Convergys Listen to an interview with Joel Lewis, VP Sales at Convergys, on how contact centers can improve collections efforts, even during tough times. http://www.convergys.com/podcasts/audio/rmpodcast22.mp3 pc0022 Fri, 31 July 2009 1:00:00 EST 6:12 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Collections Convergys Find out how outsourcing can be a strategic tool in differentiating your services and retaining and gaining new customers. http://www.convergys.com/podcasts/audio/rmpodcast21.mp3 pc0021 Fri, 17 July 2009 1:00:00 EST 3:35 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Service, Outsourcing Convergys Learn about the top trends today's experience-based economy, what you can do to set your business apart. http://www.convergys.com/podcasts/audio/rmpodcast20.mp3 pc0020 Mon, 6 July 2009 1:00:00 EST 5:00 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Experience, Customer Loyalty, Customer Service, Retention Convergys Listen to how retail banks can take a balanced approach to cost reduction to achieve both lower costs and better service. http://www.convergys.com/podcasts/audio/rmpodcast19.mp3 pc0019 Fri, 19 June 2009 1:00:00 EST 6:34 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Cost Reduction, Financial Services Convergys Listen to how automated speech solutions, when effectively blended with a live-agent force, can unlock your customer operation's potential to create better customer experiences. http://www.convergys.com/podcasts/audio/rmpodcast18.mp3 pc0018 Fri, 5 June 2009 1:00:00 EST 4:38 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Experience, Speech Solutions, Self-Service Convergys Find out how the smart use of technology in customer care centers can reduce costs while improving the customer experience. http://www.convergys.com/podcasts/audio/rmpodcast17.mp3 pc0017 Fri, 22 May 2009 1:00:00 EST 4:20 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Outsourcing Convergys Find out how the smart use of technology in customer care centers can reduce costs while improving the customer experience. http://www.convergys.com/podcasts/audio/rmpodcast16.mp3 pc0016 Fri, 8 May 2009 1:00:00 EST 3:42 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Customer Interactions, Self-Service, Multichannel Convergys A conversation with John Ragsdale, VP Research, SSPA, on how companies can thrive during a recession by managing cost and increasing revenue with strategic partnerships. http://www.convergys.com/podcasts/audio/rmpodcast15.mp3 pc0015 Fri, 1 May 2009 1:00:00 EST 10:05 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, outsourcing Cost Reduction Convergys Learn how a new approach to Quality Assurance can help contact centers drive improvements in the customer experience while still cutting costs. http://www.convergys.com/podcasts/audio/rmpodcast14.mp3 pc0014 Tues, 7 April 2009 1:00:00 EST 5:46 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Quality Assurance Convergys Companies don’t know their customers as well as they think they do. Find out what they really want you to know. http://www.convergys.com/podcasts/audio/rmpodcast13.mp3 pc0013 Mon, 6 April 2009 1:00:00 EST 6:13 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Customer Experience, Customer Service, Self-Service Convergys Learn how companies can empower their employees to shape better customer experiences. http://www.convergys.com/podcasts/audio/rmpodcast11.mp3 pc0011 Thurs, 12 Mar 2009 1:00:00 EST 5:45 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Customer Experience, Agent Assisted Service Convergys Learn how multichannel automation is the answer for companies seeking to satisfy, retain and grow their Millennial customer base. http://www.convergys.com/podcasts/audio/rmpodcast10.mp3 pc0010 Thurs, 5 Mar 2009 1:00:00 EST 5:45 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Customer Service, Millennials, Customer Experience Convergys Find out how a data-driven approach to customer service can improve the customer experience. http://www.convergys.com/podcasts/audio/rmpodcast9.mp3 pc0009 Thurs, 19 Feb 2009 1:00:00 EST 5:24 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, lifecycle, management Customer Experience Convergys Develop a strategy for creating meaningful customer experiences that result in satisfied customers. http://www.convergys.com/podcasts/audio/rmpodcast7.mp3 pc0007 Wed, 21 Jan 2009 1:00:00 EST 6:45 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Customer Experience, Customer Service, Self-Service Convergys Learn the key factors of designing a multichannel, automated solutions strategy that is personalized, humanized and context- and customer-aware. http://www.convergys.com/podcasts/audio/rmpodcast6.mp3 pc0006 Wed, 14 Jan 2009 4:00:00 EST 5:31 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, channel, learning Customer Experience, Multichannel, Self-Service Convergys John Laino, Director of Enterprise Support Planning at NetApp, tells how NetApp and Convergys partnered to solve business challenges creatively and cooperatively. http://www.convergys.com/podcasts/audio/rmpodcast5.mp3 pc0005 Fri, 9 Jan 2009 12:00:00 EST 27:32 Convergys, contact, center, productivity, agent, relationship, customer, experience, service, performance, learning, partnership, technology Technology, Outsourcing Convergys Your customer service agents have just completed a new training program and their productivity scores went up. Everything looks good and then your customer survey scores come in – and you see that customer satisfaction is down. Now what? Evidence is mounting that there is a large gap between how a contact center scores itself, and how customers score their experiences with that center. Perhaps the solution is to view customer service as a relationship management strategy. http://www.convergys.com/podcasts/audio/rmpodcast1.mp3 pc0001 Fri, 5 Dec 2008 5:00:00 EST 8:04 Convergys, contact, center, productivity, agent, relationship, customer, experience, service Customer Experience