ClickFox today announced that it will host an industry webinar featuring Forrester Research, Inc. Vice President and Principal Analyst, Elizabeth Herrell on Thursday, June 10, 2010 at 1:00 pm Eastern. The complimentary webinar, “What Consumers Really Want”, will present the findings from recent online surveys where consumers answered questions about their interaction preferences and most frustrating customer service issues. Herrell will draw on her recent report, “Real-Time Analytics for Contact Centers,” to discuss how organizations today can leverage customer experience analytics to gain valuable insight into customer behaviors and attitudes. When: Thursday, June 10, 2010 at 1:00 pm Eastern Presenters: Anna Convery, ClickFox CMO; Featured Guest: Elizabeth Herrell, VP and Principal Analyst, Forrester Research, Inc. Who Should Attend: Mid to senior-level customer experience, customer care, contact center, and customer loyalty executives, sales and marketing executives, CIOs, C-level executives What: Attendees will learn how applying a cross-channel approach to analytics can deliver never-before-seen opportunities for reducing operational costs and improving the complete customer experience. ClickFox will present several powerful case studies illustrating the impact of cross-channel insight in driving huge gains like saving an organization over $45 million in contact center costs, and reducing customer churn by 8% in a little over one year. Why: Herrell points to a lack of meaningful customer data as a major challenge for contact centers. “Most metrics that report on an agent’s call handling do not report on the customer’s experience while navigating multiple contact center channels, such as IVRs, email, and the Web,” according to the report. “Although typical reporting practices segment data from separate channels, they don’t reveal the entire story of the customer’s experience.” Register: http://www.clickfox.com/blog/061010CB