Jacada

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

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.

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

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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.

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

Top 5 Processes that RPA can Master Best

Jacada

Top 5 Processes that RPA can Master Best.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

What is Intelligent Self-Service?

Jacada

Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it.

No Greater Technological Advancement than Self-Service Products and Solutions

Jacada

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Four Motivators for Companies to Improve their Assisted Service

Jacada

What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Top 5 Automation trends in the Contact Center

Jacada

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.

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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Long-term RPA Success Requires a Break in the Proverbial Wedge Between Business and IT

Jacada

Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge.

Are Robots Replacing Humans?

Jacada

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions.

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

Sorting through the RPA Hype - Treating the Symptom Not the Cause

Jacada

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Sorting through the RPA Hype – If RPA is not for business users, then who?

Jacada

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business.

Sorting through the RPA Hype - What IS the Role of the Business User in this RPA World?

Jacada

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be.

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Sorting through the RPA Hype – How did we get here? “The Wedge”

Jacada

Why do we want business users to build RPA bots in the first place? It’s no secret and I hear it in almost every organization I have observed throughout my tenure and it is a big reason why RPA (although existed for 20+ years) suddenly became mainstream a few years ago.

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Sorting through the RPA Hype – The Introduction

Jacada

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough.

Video 130

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Sorting through the RPA Hype – RPA is NOT a “Business User Tool”

Jacada

In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software.

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Why Enhancing Your Conversational Assistant Is So Difficult?

Jacada

Numerous discussions with Artificial Intelligence and Machine Learning experts have revealed why making enhancements to conversational assistants is such a challenge. Well-known companies have shared, and this is what I’ve learned from the largest and most innovative. Read More. Jacada Blog

The Evolving Chat Bot

Jacada

Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen.

The Rise of Customer Service RPA: Whitepaper

Jacada

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Doing More with Less, Customer Service Automation

Jacada

The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20.