Jacada

Supercharge Your Agent Workforce With These 8 Bots

Jacada

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

How To Create a Seamless Brand Experience

Jacada

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board.

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How To Deliver Consistent CX With Your Stressed-Out Workforce

Jacada

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

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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

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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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How To Overcome Security Concerns With #WFH On the Rise

Jacada

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications.

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.

Help Get Me Out of Phone Hell

Jacada

You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department.

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How To Make Your IVR Not Suck

Jacada

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog

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8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

How To Create a Better CX With Agent Scripting Software

Jacada

Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect.

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

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

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

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

How To Combat High Call Volume During a Crisis

Jacada

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More. Jacada Blog

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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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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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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Top 5 Processes that RPA can Master Best

Jacada

Top 5 Processes that RPA can Master Best.

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

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

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.

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.

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

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.

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.

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.

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.

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

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.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.