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Understanding why the customers bail out of the IVR or website and into their contact centre has until now been somewhat akin to asking "Why did the chicken cross the road?" In both cases they don't know! The chicken's motives are unimportant but not knowing the customers' can impact bottom line performance and customer service. CEA is the new technology from 'Click Fox' that examines the customer experience; how customers contact the company, the technology they prefer to use and why they make the choices they do. The end result is valuable insight into customer behavior and the opportunity for significant commercial gain.
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