1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here's a short preview: Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of…

There are so many terrific blogs related to customer experience that we decided to add a monthly update to our blogroll with some of the stand-outs. Here are our recommendations for April 2010: 1. Service Untitled (Various Authors): Service Untitled is a leading blog on customer service and the customer service experience. Through multiple posts a week, the writers behind Service Untitled write about how customer service can help set a company apart from…

"The ClickFox Experience," our quarterly newsletter was sent out to subscriber last week and contains information about the following items:

• Latest ClickFox News
• ClickFox's Webinar Series
• Did You Know?
• Upcoming Events
• Customer Experience ROI Calculator
• Free Downloads

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ClickFox is proud to announce the launch of Customer Experience Analytics Insight (CEA ⁱ ) , a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service:

• Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices
• Findings reveal biggest opportunity is…

ClickFox announced today significant company growth in the first quarter of 2010. With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data and is now processing close to one billion cross-channel customer interactions per month. Say ClickFox CEO, Marco Pacelli:

“Market demand for actionable insight into customer behavior and experience continues to grow exponentially. A plethora of…

ClickFox is presently seeking driven, dynamic and proven Senior Sales Executives to immediately expand our North American sales organization in the role(s) of Sales Director. The individual(s) will be responsible for prospecting, business development, sales and account management to generate revenue from ClickFox’s customer experience analytics (CEA) solutions. The primary focus of the role is to develop new business and close sales deals to achieve territory targets. The sales cycle typically involves interacting with C-level business…

ClickFox CMO Anna Convery lead an expert panel of call center executives from Delta, Intercontinental Hotels Group, Equifax and Liberty Mutual in a lively discussion of contact center optimization best practices at Tuesday’s CRMA/ATA breakfast panel titled “Recession-Proofing Your Contact Center” in Atlanta. Panelists pointed to initiatives like analytics, work-at-home agent programs and incenting executives on customer experience improvements as key in driving more efficient, effective contact center operations.