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The report, which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.”

Although contact centers and customer support managers collect data on their agents’ performance, too little information is known about what their customers are experiencing during an interaction. Fortunately, customer experience applications that focus primarily on customers rather than on agents have become more pervasive and provide valuable information to help contact center managers spot problems quickly and make changes that improve their ability to deliver superior service.

DMG Consulting has created this ClickFox company report as part of their broader "Contact Center Analytics" report, which is a comprehensive guide to the world of contact center analytics and covers the two newest market entrants, customer experience analytics (CEA) and desktop analytics (DA). The full report (available here) is designed to 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.

There is confusion in the market about the purpose and benefits of CEA and DA and how they are different from other analytical solutions. This lack of clarity and purpose is typical in emerging technology sectors. To address these challenges, this new report begins by establishing a framework for contact center analytics. It separates contact center analytical solutions into internal and externally-oriented applications and shows where CEA and DA and many other contact center solutions fit into this high-level framework. It then provides a detailed description of CEA and DA application objectives and functionality, followed by an explanation of their benefits and value to customers, contact centers and the enterprise, and a detailed list of current and planned use cases.

Download the DMG Consulting ClickFox company report today!

ClickFox Customer Experience Analytics (CEA) enables the enterprise to analyze any customer interaction at and across multiple interaction touch-points. ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view, within and across all self service, contact center, retail and other channels.

The IVR is an important gateway to the customer experience with the entire enterprise. ClickFox's analytics methodologies have been traditionally deployed for IVR systems with much success. By utilizing ClickFox's unique capabilities, an enterprise can and will improve their IVR strategy and see immediate results. Self service systems and IVRs in particular, have traditionally had very limited visibility into the customer experiences, choices and behaviors. ClickFox unveils the inner working of these systems and allows step-by-step analysis and improvement.

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a competitive marketplace. Yet, CSAT is often an ambiguous and abstract concept because the actual manifestation of satisfaction levels varies widely across consumer populations and product segmentations. . According to a recent Forrester Research report ("The Customer Experience Journey" by Bruce Temkin, Sept. 17, 2008), good customer experience has a high correlation to customer loyalty across virtually every industry vertical. The same report noted that, based on their surveys, customers are currently not satisfied with company interactions. Of all the different interaction channels (from in-person, to live phone agents, web and e-mail) the lowest level of customer satisfaction was related to phone-self service (IVR).

The following whitepaper explains real world customer satisfaction issues and shows how ClickFox CEA addresses such things as:

• What experiences lead to high/low CSAT scores?


• What were the reasons for a poor or favorable survey score?


• What behaviors need to be encouraged or discouraged that will favorably impact CSAT scores?


• How can CSAT be improved?

ClickFox enables the enterprise to fully understand service from the customer's perspective. The true customer experience is a multidimensional experience threading through and across all touch points an enterprise offers their customers. Retail store, kiosk, ATM, Web, wireless, email, chat and telephone touch points are opportunities for insight and a holistic view of the customer's experience. Through this multichannel experience, the customer defines their service experience.