ANN ARBOR (WWJ) — The Ann Arbor customer experience analytics firm ForeSee announced that 19 new companies have started measuring and analyzing their contact center customer experience this year with ForeSee’s technology.

The companies include Allstate, Bissell, British Airways, Build-A-Bear Workshop, DTE Energy, Pearson Higher Education, among others. Many of these customers already use ForeSee to measure their customers’ experience with touch points such as web, mobile, and store.

ForeSee’s customer experience analytics go beyond basic efficiency metrics by helping organizations understand how well their contact centers handle interactions with customers and what to improve for future business success. Organizations gain both strategic and tactical insights across their entire contact center operations, including multiple touch points (live agent, IVR, chat, and email) and interaction types (sales, service) with ForeSee’s best-in-class measurement system.

“Keeping a pulse on consumers’ experiences with the contact center is critical to an organization’s success across all channels,” said Eric Head, ForeSee’s senior director of sales. “By measuring the customer experience correctly, a company gains actionable insights into areas for improvement while simultaneously using the predictive quality to project future success.”

ForeSee provides insight by measuring critical aspects of the contact center experience — such as knowledge, accessibility, and professionalism — from the perspective of the customer. ForeSee’s proven methodology provides contact center managers with actionable data that can be used to coach and reward agent behaviors, while the C-suite can focus on the actions that can best increase the return on investment.

“While the contact center tends to be the last resort for customers to engage with a company, it is, in a way, the company’s last line of defense for securing and maintaining a customer’s loyalty and relationship,” said Larry Freed, president and CEO of ForeSee. “Our research consistently demonstrates the powerful effect of customer satisfaction as we work with organizations that carefully measure and hone their contact center strategies to increase satisfaction.”

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