Vision
62% of customers say that, above all else, they want knowledgeable customer service that meets their needs on the first contact... -Convergys Scorecard Series ResearchIs your company delivering the right customer experience?
Downloads and Resources
Click below to download papers or view Convergys Clients and Executives discussing the research.
Executive Briefings
The following Executive Briefs explore key concepts from the Convergys 2008 Scorecard Series research, each focusing on an important attribute or concept of Relationship Management.
The Relationship Revolution: How customer experience and relationship management are key to building loyalty and profits.
Back to Basics: Understanding customer needs and delivering superior experiences how and when customers want.
The View From the Inside: Engaging today’s diverse workforce to deliver superior service.
Not Understanding, Not Listening: Keep internal disconnects from preventing service excellence.
Managing Costs Without Impairing the Customer Experience: Use the right tools and technologies to balance company and customer needs.
Retaining Customers with Relationship Management: Prevent attrition with proactive retention and communication.
US White Papers
New Perspectives on the Customer Experience: This white paper outlines some of the key findings from the Convergys 2008 Customer Scorecard research, describing changing expectations around service and communication experiences.
What Employees Know About Customer Experience: This white paper outlines some of the key findings from the Convergys 2008 Employee Scorecard research, describing the critical role employees play in delivering superior customer experiences.
The Leadership Factor: This white paper outlines some of the key findings from the Convergys 2008 Executive Scorecard research, and highlights disconnects between internal and external views about customer experiences.
Taking Customer Experience to the Next Level: This white paper summarizes some of the key findings from the Convergys 2008 Scorecard Series research, and provides Convergys' point of view on how to leverage this information to improve your business.
UK White Papers
New Perspectives on the Customer Experience: This white paper outlines some of the key findings from the Convergys 2008 Customer Scorecard research, describing changing expectations around service and communication experiences.
What Employees Know About Customer Experience: This white paper outlines some of the key findings from the Convergys 2008 Employee Scorecard research, describing the critical role employees play in delivering superior customer experiences.
The Leadership Factor: This white paper outlines some of the key findings from the Convergys 2008 Executive Scorecard research, and highlights disconnects between internal and external views about customer experiences.
Industry-Specific White Papers
This white paper outlines some of the key findings from the Convergys 2008 Scorecard research on Healthcare, and provides Convergys' point of view on how to leverage this information for your business.
This white paper outlines some of the key findings from the Convergys 2008 Scorecard research on Retail, and provides Convergys' point of view on how to leverage this information for your business.
This white paper outlines some of the key findings from the Convergys 2008 Scorecard research on Technology, and provides Convergys' point of view on how to leverage this information for your business.
This white paper explores some of the economic implications from the Convergys 2008 Scorecard research, and provides Convergys' point of view on how to leverage this information in challenging times.
Learn More
Speak to a Convergys representative and learn more about how the Scorecard Series research can help improve your company's customer experience.CONTACT US
