Customer Experience Analytics for Contact Centers | ForeSeeCollecting satisfaction results at the transactional level is critical to improving the customer experience. Christopher Daniels, Customer Insights Senior Manager, StubHub

Contact Center

Are customers who contact your organization getting what they want and need?  

A service or sales representative directly shapes the customer relationship, whether customers are dealing with a live agent via call center, email,
or live chat.  

The contact center creates a single point of vulnerability that has a large influence on satisfaction and the view of the company overall.

ForeSee quantifies the impact of your customers' contact center experiences and their satisfaction with your company, so you can assess and increase the value of your contact centers:

  • How are your contact centers and individual agents performing?  How are they meeting the needs of your customers?
  • What impact does the contact center experience have on purchases, purchase intent, loyalty, and retention?
  • What are the primary issues driving customers to your contact center, and how can your other channels optimize the personal contact, satisfy your customers and reduce your costs?
  • How can you improve alignment of commerce or service in the contact center with your
    other channels?

ForeSee Satisfaction Analytics provide a comprehensive customer experience measurement system that gauges performance with contact centers from the customer's perspective.

ForeSee Satisfaction Analytics provide continuous, reliable, and precise measurement of the contact center experience based on contact type, agent, call center, region, or other key criteria.

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations. Our superior technology identifies opportunities to improve the contact center experience and influence behavior, which helps you allocate resources where they will have the greatest impact. We also give you an understanding of the contact center experience impacts other channels.

ForeSee publishes periodic research commentaries that explore the multi-channel customer experience. Review our research commentaries.

SessionReplay shows you where your site visitors struggle (or succeed), recreating the visitor experience and seamlessly linking to survey responses through ForeSee Satisfaction Analytics. The dynamic, day-to-day access to this critical insight speeds identification of problems and their resolution with significant bottom-line impact to your company.

ForeSee’s satisfaction benchmarks show how your contact center performs relative to other companies, as well as commerce, service, and support experiences in other channels.

Measurement

ForeSee Satisfaction Analytics provide continuous, reliable, and precise measurement of the contact center experience based on contact type, agent, call center, region, or other key criteria.

Analysis

Our Advanced Analytics Portal and our expert analysts help you gain intelligence about your customer’s needs, wants, intents, and expectations. Our superior technology identifies opportunities to improve the contact center experience and influence behavior, which helps you allocate resources where they will have the greatest impact. We also give you an understanding of the contact center experience impacts other channels.

Benchmarking

ForeSee’s satisfaction benchmarks show how your contact center performs relative to other companies, as well as commerce, service, and support experiences in other channels.

Research

ForeSee publishes periodic research commentaries that explore the multi-channel customer experience. Review our research commentaries.