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 …

ClickFox is one of several vendors featured in a recent Forrester Research report titled "Real Time Analytics for Contact Centers" which points at a lack of meaningful customer data as a major challenge for contact centers. According to the report:

"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. Although typical reporting practices segment data…

ClickFox CMO, Anna Convery, will lead an informative panel discussion with industry experts, entitled "Recession Proofing Your Contact Center: Methods Helping Contact Centers Optimize in a Downturn", hosted by Customer Relationship Management Association (CRMA) and the American Teleservices Association (ATA). When: Tuesday, March 30, 2010 from 7:30 am - 9:30 am Where: The Ravinia Club, Two Ravinia Drive, #100, Atlanta, GA 30346 Panelists: Anna will lead a panel discussion featuring expert call center executives from world-class…

I read an interesting post on the Good Experience blog that got me thinking about how organizations are aligning themselves to become more customer-centric. The post was a paraphrased chat with someone who asked "Since  CIO s spend their days deciding which system to buy, or migrate, or install, do they really need to worry about the customer experience?" At first I was surprised that this question even came up. Of course a CIO…

Over the past month several top industry analysts have been writing about their focus for 2009. Here are a couple of examples: Bruce Temkin of Forrester Research , who writes the excellent Customer Experience Matters blog , says his core focus is to dramatically improve the customer experiences that large organizations deliver. This encompasses three core components:

1. Insights into what drives consumers.
2. Best practices…