65% 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.
- Featured Articles - Recent stories about the research in major publications.
- 2010 Executive Briefings - White paper series developed from the 2009 research.
- 2009 Executive Briefings – White paper series developed from the 2008 research.
- Industry-Specific Briefings – White papers developed from the 2008 research.
Featured Articles
NYSE Magazine
Q2 2010 - What Millenials Want
Q2 2010 - What Millenials Want
Harvard Business Review
September 2009 – What Service Customers Really Want
September 2009 – What Service Customers Really Want
Chief Executive.Net
October 2009 – What Your Customers Are Really Telling You
October 2009 – What Your Customers Are Really Telling You
2010 Executive Briefings
The following Executive Briefs explore key concepts from the 2009 Scorecard Series research, each focusing on a theme that emerged in the year between these and the previous surveys.
Growth and the New Consumer: Why superior customer experience is the key to growth in the economic recovery.U.S. Version
U.K. Version
Bridging the Demographic Divide: How to meet the diverging needs of today's demanding demographic groups.
U.S. Version
U.K. Version
2009 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.
Industry-Specific Briefings
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
