June 18, 2015 |

Improving the Contact Center Customer Experience: Understanding the Multichannel Experience

In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. And when the contact center isn’t prepared to handle issues stemming from other channels, it could lead consumers to hang up on a company for good.   Read More

Categories: Uncategorized
June 17, 2015 |

Improving the Contact Center Customer Experience: The First Call Resolution Myth

Listening to the voice of the customer is key to improving the customer experience. But “listening to the voice of the customer” takes on a very literal meaning when it comes to the contact center. Whether customers are engaging with your organization via a live agent, IVR system, email, or live chat, the contact center creates a single point of vulnerability that has a large influence on a customer’s overall view of your company. This is especially true in today’s multichannel, multi-device world where consumers demand seamless experiences wherever and whenever they interact with your brand. Is your contact center experience living up to consumers’ heightened expectations?   Read More

Categories: Uncategorized
January 21, 2014 |

Post-NRF Next Steps: 3 Things Retailers Need to Address in 2014

With the National Retail Federation’s (NRF) “Big Show”– a blitzkrieg of sorts, throwing the latest retail technology, toys, tips and strategies at attendees – behind us many of you may... Read More

January 10, 2014 |

What’s in Store for Stores

Are stores on their way to becoming purely distribution centers? If Amazon has anything to say about it, they are. Whether their delivery drones become a reality or not, Amazon’s... Read More

Categories: Retail
October 7, 2013 |

(P)research: The Fulcrum of Store and Mobile Analytics

Raise your hand if you’ve ever accessed a company’s website with your mobile phone before actually considering a purchase at a store location. Now, raise your other hand if you’ve... Read More

Categories: ForeSee Products