E Source , a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its  2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider  increased IVR containment from 30% to 70% with…

This week, Carl Lyon, Discussion Chairman for The QoE (Quality of Experience), a forum designed to foster collaboration and best practice-sharing within the customer experience industry, met with ClickFox experts in Denver to exchange insights on customer experience trends, measurement and business impact in the modern age. The QoE brings together senior executives from large organizations to explore the issues and address the challenges involved in delivering exceptional customer and…

Fast Company has just released our latest infographic (below) on the topic of Social Media and its impact on businesses as a customer service channel. Consumers are increasingly using social media channels to talk about the companies they do business with, but they are also directly interacting with businesses and fellow consumers through online communities, like forums and blogs, to access information, service and support. The Social Media survey sought to discover:

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