by Convergys’ Ken Rambo, vice president, product management
In a business environment where converging services have begun to blur industry lines, telco, cable and utility companies are looking to customer service to not only reduce customer churn, but also help generate revenue as a sales center.

by Mike Serpan
Today, consumers have at their fingertips a wide variety of ways to interact with the companies with which they are customers.  They can pick up a phone and call a help line; log on to the Internet and access a company Web site; write an email or send a tweet; or use their smartphones to send a text message or access a mobile app.

by Julie Maier
Many people  would be surprised to learn that web chat has become the second most preferred customer service channel, and that Baby Boomers now prefer Web chat almost as much as their Millennial and Gen X kids.
New research from Convergys on the customer experience is revealing new insights about chat. Convergys’ 2011 U.S. Customer Scorecard Research shows that 31% of consumers from all age groups view chat as one of their top two service channels, along with phone support. Email and online self-service trail chat in customer preference.