Convergys to Share Insight on Net Promoter Score, Customer Effort, and Agent Performance at Customer Experience Conference


Tuesday, July 10, 2012 8:08 am EDT


"Re-Considering the Impact of Multichannel Interactions on Performance Metrics Like Net Promotion and Customer Effort."

Convergys’ John Georgesen, Ph.D., will share his insights about the impact of multichannel customer interactions on contact center key performance metrics at the 8th Edition Customer Experience Conference, July 17-18, in Chicago, Illinois. Convergys Corporation (NYSE: CVG), a global leader in customer management, uses data-driven insights from customer experience research and analytics to help companies improve the service experience, decrease costs, and increase revenue.

On Tuesday, July 17, at 11:40 a.m. CT, Georgesen will present, “Re-Considering the Impact of Multichannel Interactions on Performance Metrics Like Net Promotion and Customer Effort.” Georgesen is a senior director at Convergys, where he is responsible for developing and furthering analytic methodologies to support emerging needs in customer experience management. During this discussion, he will:

  • Redefine the metrics that matter most through examination of the Net Promoter Score and customer effort methodologies
  • Quantify the strength of the relationship among experience metrics and enterprise metrics for improved performance
  • Examine the impact to key performance metrics when customers channel jump across the enterprise
  • Investigate why effort is the best measure of the customer experience

Georgesen’s presentation is included in the conference’s track on Understanding Shifting Customer Needs.

The 8th Edition Customer Experience Conference is “a highly intensive, content-driven event that includes case studies, presentations and panel discussions over two full days.” Click here to learn more about the event.

About Convergys

Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit to learn more about us.

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(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)


Convergys Corporation
Jackie McKenna, Senior Manager, Marketing Communications, +1-513-723-3657