Articles by Andrea Ayers
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Andrea Ayers is President of the Customer Management Group at Convergys, a global leader in relationship management. Ayers leads a global workforce of approximately 60,000 employees who operate in 83 contact centers worldwide, supporting Convergys clients in 70 countries in 35 languages.
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Throughout my years managing call centers and global service operations, there has been ongoing debate over service-level targets. Some propose a “gold standard” in setting service level targets. However, recent research indicates that service levels must be established based on specific business needs and customer requirements for the call center: What happens on the call is more...Full Article »
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Events of Interest
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Customer Experience Asia 2010
Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia
September 14- 15, 2010 -
Call Center Technology and Communication India
Radisson Suites Gurgaon, Gurgaon, India
November 29- 30, 2010 -
Customer Experience Exchange
Le Méridien Beach Plaza, Monte Carlo, Monaco
November 15- 17, 2010 -
Call Center for Financial Services
Venue to be confirmed, Dallas, TX
November 15- 17, 2010
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