Yes, folks its come to this.
My latest post is a shameless promotion for Jacada. No more. No less. Enjoy this 2-minute explainer video to find out more about Jacada solutions!
Or visit Jacada.com for information on all our award-winning solutions and find out how your company can rapidly implement a desktop solution guaranteed to save you 30 seconds on Average Handle Time.
Do customers have the most problems with people or processes in contact centers?
Four out of five of the 770 million complaints were about processes customers experienced. Only 20% of customers complained about the people who helped them.
This research (from Customer Contact News) is a good reminder to regularly review the processes customers experience with your contact center. Ask agents for suggestions on how to eliminate one step or combine several. A streamlined process will boost employee and customer satisfaction. Jacada WorkSpace is an award-winning unified desktop that will streamline processes and optimize efficiency. Contact us today for more details and learn how your contact center can benefit!
No doubt about it, companies know issue resolution is important— The Customer Contact Council estimates improving issue resolution can save millions of dollars each year and mitigate customer disloyalty by at least 219%. But recent conversations with several companies suggest that when it comes to identifying first contact resolution (FCR) improvement opportunities, many companies are headed down the wrong path.
Is your company on the right road?
Check out this article and find out. If you need help, contact Jacada for more information and let us walk you through our solutions.
I found this article on CRMsearch.com (How Call Centers Benefit from CRM Software) and it gives a good general overview of why a unified desktop system is needed by call centers. One concept discussed is that by tracking customer information, companies can better understand the habits of their customers as well as predict future behaviors. This is very important in customer service and can be a 'difference maker' for most companies. Having the ability to anticipate a customer's wants and needs (as well as resolve any issues quickly and effectively) is the reason customers stay with a company for years and years. With the advent of social media, bad customer service spreads fast.
Check out the entire article here and for more information about Jacada's desktop and process optimization products and how they can help your company, take a tour here.
The tools and processes to optimize agent performance are multifaceted — addressing the desktop to handle the contact, and performance tools to measure and monitor. Check out this article from TMCnet.com answering common questions on how to improve agent performance in a contact center environment.
Read the entire column here and then take a look at Jacada's solutions for desktop optimization to see if they are right for your company.
Leading expert Peter Massey sets the record straight on customer service, contact centres and customer experience. Massey speaks with MyCustomer.com about some of the issues facing customer service departments, contact centres and businesses at large when it comes to the customer experience.
'How do we stop doing dumb things to our customers and our people?' - that's the mantra of Peter Massey, one of the leading figures in the world of customer service and experience. For the last 10 years, Massey's work has focused on reducing customer effort, exploring why companies cause customers to contact them at all and how to optimise customer experiences.
Read more to find out how to remedy 6 common customer experience excuses. Check out Jacada.com for information on products and services that can help the contact centre. No more excuses!
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.
It's been a rainy week here in Atlanta and without the opportunity to get outside and enjoy the sunshine, most of us have been confined inside until it dries out. This gives me some time to organize my office and make sure my work space is in order and ready for work. (ugh, did I mention I’d rather be outside?) Everyone needs an effective work space that allows them to do their job to the best of their abilities. Life is complex enough without having to search and struggle to find the info you need. Customer Service Reps are no exception!
Take a look at the Jacada Whitepaper, Top Six Reasons to Simplify the Customer Service Desktop, to understand why desktop complexity presents one of the biggest obstacles to call center success (it resides on nearly every agent’s desk and pervades every call). By adding a unified desktop, agents have access to anything they need to successfully complete a call within one simplified view – the smartest way to get your desktop in order.
It's not just for your personal space, but is also a good idea for your business. Now and then, take time to make sure things are running smoothly and are in order. This includes your company's contact center. By reviewing the metrics, processes and technology systems currently in place to help customer service representatives do their job, you can come away with a renewed sense of efficiency and effectiveness, and maybe a better way for your customer service reps to work. It may not always be a bed of roses (or tulips), but taking inventory of what you have and what you need on a regular basis is good practice.
Check out this article about how to improve agent performance in a contact center environment. Key highlights include the use of metrics, training, unified desktop tools and approaches, as well as rewards tied to performance.
Read the entire article from TMC's Customer Interaction Solutions here.
Want a quick return on your investment as well as a money-back guarantee? Read on…
Jacada® JumpStart is a special offering based on 20 years of experience and enables organizations to implement significant call center optimization process improvements with minimal risk. We are experts at optimizing and improving the effectiveness of customer interactions and we deliver the only true end-to-end unified desktop and customer experience optimization solution on the market today.
Benefits of Jacada JumpStart include:
• speed to deployment (less than 3 months)
• average handle time savings
• money-back guarantee
Did you know? A reduction of call time by 30 seconds for 100 agents is a savings of $400,000 annually!
Click here to get more information about Jacada JumpStart.
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