Jacada

How To Direct Your Customers During the Coronavirus Pandemic

Jacada

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic. Read More. Jacada Blog

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What You Need To Know About Customer Service Automation

Jacada

Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More. Jacada Blog

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How To Promote Customer Loyalty in the Age of Complexity

Jacada

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More. Jacada Blog

It’s Crunch Time in the Call Center

Jacada

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Why Adopt Automation When I Have WFO

Jacada

I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More. Jacada Blog

How To Prepare Your Call Center for Coronavirus

Jacada

As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More. Jacada Blog

Change or Die - Intelligent Automation to the Rescue

Jacada

We see this every day. The push/pull between technology and human emotional intelligence. The IT department may run the systems, but it’s the CEO who’s responsible to stakeholders -- all stakeholders.

Top Right Quadrant Hasn't Changed, But What's Going on in the Bottom Left?

Jacada

In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left.

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Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Call Center Automation: Your first RPA use case

Jacada

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list.

Call Center Automation: Your first RPA use case

Jacada

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list.

Your Front is different than your Back

Jacada

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

5 Ways Intelligent Automation optimizes customer AND agent experience

Jacada

You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

What's a Multimodal Customer Experience?

Jacada

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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Why Isn't Natural Language Understanding.Natural?

Jacada

“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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The Components of Intelligent Agent-Engagement

Jacada

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More. Jacada Blog

Interactive Video: The Rise of RPA Bots in Customer Service

Jacada

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Top 5 Processes that RPA can Master Best

Jacada

Top 5 Processes that RPA can Master Best.

Top 5 Automation trends in the Contact Center

Jacada

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More. Jacada Blog

Turning the RPA Hype into Full-Blown Reality

Jacada

Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes.

Obstacles Contact Center Agents Come Across During Interactions

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Smart Solutions Resolve Call Center Operational Issues

Jacada

All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More. Jacada Blog

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

Companies Push for Digital to Enhance Customer Journey

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

Companies Use AI to Enhance Customer Service Experience

Jacada

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Jacada

Why RPA can be the Backbone for Front End Enterprise Digital Transformation.

Traditional RPA vs Customer Service RPA

Jacada

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Customers want Low-Friction Channels Like Automated Chat

Jacada

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels. Read More. Jacada Blog

What is the Motivation for Companies to Adopt Self-Service?

Jacada

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What is Contact Center Agent Engagement and How is it Changing?

Jacada

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance.