CONVERGYS CORP 
By Convergys Newsroom
January 23, 2012
(Cincinnati and Orlando; January 23, 2012) - Convergys will lead two discussions on how to enhance the service experience and improve customer satisfaction through personalized care and social media during Call Center Week Presents the Summit, January 23-26, in Orlando, Florida. The company will also showcase its Customer Care Solutions at Booth #16 in the Hilton Orlando Florida ballroom. (NYSE: CVG) is one of the largest agent-assisted customer service companies in the world.
On Tuesday, January 24, at 11:15 a.m., Convergys' Rob Cox, Senior Director of Customer Solutions, Customer Interaction Technology, will lead a roundtable discussion on "Using Personalized Care to Attract and Retain Customers and Balance Operational Costs." The conversations will explore how organizations can more effectively leverage customer information to route calls to the right contact center agent, suggest relevant cross-sell and up-sell offers, and further personalize the self-service and live-agent experience.
On Wednesday, January 25, at 11:20 a.m., Convergys' Jeff Gossman, Senior Director, Global Technology Solutions, will present a case study that demonstrates how to "Dramatically Enhance Your Social Media Program with Real-Time Decisioning Analytics." Jeff will share a real-world example of how one company was able to protect their brand, improve customer satisfaction and reduce costs by applying analytics technologies and intelligent filtering to their social media program.
Convergys will demonstrate the company's Customer Experience Analytics, Agent-Assisted Services and Customer Interaction Technology Solutions at Booth #16 in the Hilton Orlando Florida ballroom. For more information about Convergys' participation at Call Center Week Presents the Summit or to request a meeting, .
An extension of IQPC's famous Call Center Week event, the Call Center Summit, now in its seventh year, connects hundreds of industry
