Our next event in the ClickFox Webinar Series is open for registration.
Event Description:
Today’s companies are multi-channel enterprises striving to provide customers with greater choice and a customized experience. Meanwhile, consumers have evolved to expect a unified experience across every channel, regardless of type or frequency used. For a consumer-driven business, a fragmented experience represents lost revenues and eventually lost customers. Being successful in today’s complex, cross-channel environment means effectively balancing customer experience with operational efficiency.
Please join ClickFox for a complimentary webinar entitled “ClickFox CEA for Operational Efficiency: A blueprint for enhanced self-service and customer experience success,” where you will learn:
New KPIs to address both operational efficiency and customer experience
The top 3 focus areas to drive the biggest benefits
How to measure the impact of cross-channel behaviors on efficiency and overall customer experience
Presented by: Mary Ellen Thompson
Mary Ellen Thompson is a Director of Analytics at ClickFox. She has been with the company for more than four years and is responsible for providing consulting and analytics services to Fortune 100 companies. She has extensive experience in workflow optimization and frequently speaks as a customer experience and analytics subject matter expert. Prior to ClickFox, Ms. Thompson worked for IBM. She received her undergraduate degree from Stetson University and has an MBA from UGA’s Terry College of Business.
We’ve recently translated some of our case studies to Spanish and added them to our Download Library. We’re also working on translating our demo (click the link if you haven’t watched it yet) to Spanish and will post it here on the blog and on YouTube shortly. But for now, please follow the links below to download our Spanish Case Studies:
We would love to hear your feedback on these and other resources on the site. If you have any requests or recommendations please leave us a comment on the blog. You can also follow us on Twitter or become a Facebook Fan and let us know what other resources you would like to see.
In a recent blog post VP & Research Director at Ventana Research, Richard Snow, recommended taking a look at what the ClickFox product can do to help you optimize the customer experience across channels and take a key step to supporting customer performance management. He also writes about a recent piece of research he just finished, where the majority of companies said it was important for them to track interactions across channels, however closer examination of the products they use suggests that they are not able to track whether an interaction began on one channel and continued on one or more alternative channels.
In recognition that customers are now using multiple channels, ClickFox has enhanced the product to capture usage data from a whole variety of additional channels, e-mail, chat, the web, point of sales terminals, and kiosks. Using a unique customer identifier, the product is able to bring all this data together and create a view of what channels a customer has used and how they navigated from one to another in order to resolve their issue. Just as for IVR, this information is displayed in highly graphical formats that allow companies to visualize what customers actually experience. Furthermore, the data is analysed in different ways to support companies trying to improve operational efficiency, increase customer satisfaction, or increase customer retention.
In an effort to introduce some of the people at ClickFox and to show how they work to create better customer experiences every day, we will begin posting short video interviews here on the blog. You will be able to find them easily by either clicking on the Interview or Video categories on the right sidebar.
To kick off the series, it is my pleasure to introduce Gavin Pitchersky, our Director of Analytics for the Telco & Wireless industries. Gavin has been with ClickFox for quite some time and has been instrumental to our success in these highly competitive industries, that while seemingly immune to the latest economic conditions, have been plagued with severe customer satisfaction and customer retention issues.
DMG Consulting recently published a report titled “Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions” in which they help contact center and IT decision makers identify, assess and select the right analytical applications for their contact centers. It also “debunks” some of the claims about these emerging technology sectors by providing an in-depth analysis of what they are and are not capable of doing.
As part of this broad industry report DMG profiles several companies, including ClickFox. The ClickFox Company Report in now available for download from our resource section.
