Convergys EMEA Ltd: Convergys' Cormac Twomey describes what your customers want this Black Friday. Are you prepared for the demand?


However, many British retailers were caught off guard last year by the huge demand from shoppers, with in-store staff and customer service channels struggling to cope. It's therefore vital that businesses prepare themselves, and, in particular, their customer service teams, not just for Black Friday but for the hectic holiday season that follows. read more

Convergys EMEA Ltd: Bigger Data vs. Smarter Data? Smarter Wins


Putting consumer data to work to deliver great customer experiences seems to get more complex each day. Our instinct often tells us to go in search of even more data to analyze. But does following this instinct mean we are inadvertently ignoring the mountain of customer experience information already at our fingertips? read more