Jacada Blog

Insurance Providers: Improving Customer Retention through the Contact Center

 

Discover how insurers improve the customer experience across all channels by eliminating desktop complexity in the contact center and amplifying customer retention, loyalty and growth.  Read our white paper here.

The cost of poor customer service

Genesys have released this insightful report into The Cost of Poor Customer Service: The Economic Impact of the Customer Experience in the U.S.

The report offers 8 pages of research into how a poor customer experience is costing organisations $83 million in the U.S. alone. Although the report has some hard hitting facts (such as 65% of customers have ended relationships due to poor customer service) it isn’t all doom and gloom as Genesys offer some advice on starting steps for rectifying this nationwide decline.

“The first step should be to understand and measure the direct business impact of customer service, and identify the gaps between the customer experience and expectations."

Download the entire report here and learn how Jacada's offerings can bridge the gaps. 

Don’t complain about complaining customers – they are good for your business

Good blog post by Colin Shaw on Beyond Philosophy: Building Great Customer Experiences, explaining why you should value and learn from a complaining customer. Not only resolutions to help improve your customer retention, but new insights that can lead to a better service offering or the tiniest change to a customer experience that moves it from good to great. 

Jacada's products and solutions can help you take your customer's experience from good to great. Check us out here for more information. 

New Contact Center Technology Needs Traditional Rollout

Industry analysts and management consultants agree there are plenty of new tools on the market that could boost a contact center’s performance. But they caution companies from jumping into a new social contact center technology initiative without tried-and-true change management strategies.

With a business plan, agents are more likely to understand why changes must take place and are therefore more willing to adapt to new processes. Many contact centers are successful when they present new technology to small groups of agents and then gather initial feedback, some of which will find its way into the final product or process. Read the entire Contact Center World article here. 

Check out Jacada's implementation process customized for each client. From critical analysis of existing business processes to the delivery of robust unified desktop solutions, Jacada's experienced and certified business analysts, pre-sales consultants and systems engineers provide a full range of application delivery services.

20% drop in word of mouth opinion sharing - new research shows

Interesting article from destinationcrm.com on why Americans have cut back substantially (since 2008) on the opinions they share by word-of-mouth (WOM) about companies and their offerings. Check it out here.

Engage with your customers in a thoughtful and efficient way - check out Jacada's products for improving customer satisfaction and loyalty. 

Customer feedback that makes you go hmmm

Just when you think you’ve heard it all you come into work the next day and it happens all over again. Everything from, “my kitchen is on fire what do you think I should do” to, “do you think your battery powered screwdriver is strong enough to be used as a motor on my homemade airplane?” (I would hate to be that guy's insurance agent!) From the ridulous to the sublime, the things we hear in the call center often times make you laugh out loud.

One that I have to share is the guy that called in to tell us our cordless battery powered broom did not deliver air at 60mph as indicated on the box. When the agent asked him how he knew our facts to be wrong the caller gave us the following explanation:

"When I drive down the interstate with my window open and hang my head out, the breeze takes my breath away and I can’t breathe. I took the cordless broom and pointed it directly at my face, turned it on, and I could still breathe, therefore, the broom is not delivering air at 60mph!"

Help a customer service agent out - give them a unified desktop from Jacada so that at least when they log these calls, they can be efficient.