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ClickFox and Forrester Research, Inc. VP & Principal Analyst Elizabeth Herrell discuss the results of 2 recent surveys conducted to get inside the minds of today’s complex consumers – to discover how they prefer to interact with companies, and which interactions and experiences are most likely to drive customers to their ‘tipping point’.
Herrell draws on her recent report featuring ClickFox, “Real-Time Analytics for Contact Centers” to discuss the importance of looking at actual customer behavior – not just feedback and reports – to understand the entire story of the customer experience.
Learn how applying a cross-channel approach to analytics can deliver never-before-seen opportunities for reducing operational costs and improving customer satisfaction and loyalty.
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.