Convergys Cmg Utah Inc.

Convergys Customer Management Delaware LLC

Convergys Customer Management Deleware LLC

Scott D Spera

Dhananjay Bansal

Nancy Gardner

James H Lythgoe

John C Georgesen

A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

System and method for improving tuning using user provided satisfaction scores

A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.

System and method for improving tuning using caller provided satisfaction scores

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Cincinnati, OH, United States of America

Scott D Spera