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 today announced the launch of ClickFox GO! , a new packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The ClickFox GO! solution will enable companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordably than ever before. Leveraging the industry-leading…

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…

As consumers, we have high expectations of companies we choose to give our business. But when they fall short of delivering good customer service, how do you react? Please take our simple 3-minute survey and tell us what frustrates you most as a customer, and how you deal with negative experiences, whether its sending an email or tweeting about your experience. Simply provide us with your email address at the end of the survey,…

Laurie Olivier, a ClickFox board member and one of its first investors, was honored this week at the 2010 Eagle Star Award Gala by the American-Israel Chamber of Commerce Southeast Region (AICC). The Eagle Star Gala is AICC's community flagship event that honors the people and companies who have contributed most to the Southeast-Israel business relationship. Mr. Olivier, a native of South…

Harvard Business School professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, recently engaged in a Q&A sessions where he discussed how companies can become more customer-centric. He explains why companies with an outside-in perspective aim to provide solutions for customers, while those with an inside-out orientation, on the other hand, just focus on products, sales, and the organization. In his new book 'Reorganize for Resilience: Putting Customers at the Center of…

ClickFox today released the results of a survey conducted to understand how consumers prefer to interact with companies when completing various service transactions. The online survey was distributed to a large group of consumers across age groups and geographical regions, and delivered valuable insight into today's true customer needs and preferences.

Here's a quick glimpse into the preferences of customers of wireless providers:

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