October 2008 - Transformation Reality Check

Last week, my brand new car suffered a catastrophic transmission failure that required a flat bed to come and pick it up from the side of the road. It also left a mess on the road near my house that will remind me of the failure for many months to come. This car is no low-end econobox either; it’s an expensive new model from a manufacturer globally renowned for innovation, performance and build quality. As a consumer, seeing such a failure in a car with 600 miles on it makes me consider what...

For years there have been rumors that Convergys was looking to split its Information Management Group billing business from its Customer Management Group care, HR and call center businesses, and now it appears that those rumors may finally materialize The potential split of the two businesses has been an ongoing topic of conversation among carriers and Convergys’ competitors for several years now, driven in part by the different structures of the businesses: Convergys’ call center and...