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.

Don't let 'madvocates' hurt your contact center's reputation

Customers are more apt to publicize negative customer experiences than any positive experiences and those negative comments can spread like wildfire via social networks.

Read the entire blog here from Customer Contact News. Jacada products can help keep both your customers and customer service agents happy. Making your agents more productive and efficient will lead to better customer service, loyal customers and hopefully, no more 'madvocates!'

What not to do!

Oops!  Nothing stings more than bad customer service which can result in a loss of  revenue, reputation and confidence. Poor customer service ultimately resides in the hands of the agent on the line, but really starts way before the call comes in.  Lack of process and technology to handle the calls makes it quite a feat to keep the customer happy and agents end up scrambling to keep up. 

Read this article from TMCnet.com as one writer experiences a breakdown in customer service.