The highest levels of customer service interaction are essential to organizations tasked with meeting or exceeding critical revenue and customer retention goals. Customer service interaction – that is, how a company deals with its customers on an ongoing basis during all facets of the customer relationship – has taken on heightened strategic value as companies seek to differentiate themselves from the competition. More and more companies are focusing on improving their customer service interactions at every company touch point, particularly the contact center.
Companies are realizing that to improve their level of customer service interaction, customer service representatives (CSRs) must be equipped with a 360-degree view of the customer in order to make each customer service interaction both pleasant and productive. However, obtaining this single view has been a difficult task for most companies.
Customer Service Interaction Solutions for Today's Contact Center
Jacada technology has an extensive and proven track record of providing effective solutions that improve customer service interactions.
Jacada® WorkSpace is a customer service interaction desktop solution for CSRs that provides a unified, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively complete a customer service interaction. This enhanced unified service desktop solution dramatically reduces the steps needed to complete a customer service interaction, resulting in operational savings and improved customer satisfaction.
With a unified service desktop, CSRs can recognize improved, consistent customer service interactions and satisfaction scores, faster training and shorter call times. Plus, the CSR can benefit from more up-sell. Powered by the Jacada® Fusion non-invasive process optimization platform, Jacada does away with costly, risky and time-consuming integration work – the solution will be online sooner without negatively affecting the rest of the organization.