Category Archives: Joel Van Haaften

Contact Center: The Last Resort

Posted on May 9, 2013 Leave a comment

Last week we released our annual ForeSee Contact Center Benchmark where we take an aggregate look at customer satisfaction with our clients’ contact centers. Today, I want to take a singular look at how predictive customer experience analytics can help a company make informative, strategic business decisions regarding their contact center. A theme that often emerges from our client data is that the contact center is often not the first stop in a customer’s journey to try to accomplish their task – rather, it’s often a last resort.  It is a last chance to solve a problem, a last chance … Continue reading →

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The Strategic and Tactical Value of Customer Experience Analytics

Posted on January 10, 2013 Leave a comment
Customer Experience Analytics from ForeSee are both strategic and tactical

In my eight-plus years with ForeSee, I have often been asked for the best practices for leveraging customer experience analytics.  The answer is simple – your approach must use the data both strategically as well as tactically. My favorite example of this comes from a case study of one of our media/entertainment clients, PBS.  The main objective of their site was to increase viewer engagement with their television programming.  Their internal metrics showed that highly engaged visitors watched more video on the site, so they were looking into adding more video content and promoting it more prominently on the site.  … Continue reading →

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