Desktop Productivity Tools
Companies today are quickly adopting desktop productivity tools, to improve the effectiveness and efficiency of their customer service operations. Desktop productivity tools enable companies to streamline customer interactions and create operational simplicity by integrating desktop applications into a single, simple and automated workspace.
Customer service representatives (CSRs) today face more challenges than ever as companies' expectations of the contact center continue to grow. In fact, CSRs are the frontline to your customers, and organizations are putting pressure on this frontline to increase revenue and build customer loyalty.
Within the customer service environment, performing at the highest level requires CSRs to learn numerous applications and know cumbersome processes – both of which can slow down even the most agile employees.
Jacada® WorkSpace is a Desktop Productivity Tool
Jacada WorkSpace is a desktop productivity tool that provides CSRs a single, "intelligent" point of access to all the mission-critical applications and call center tools required to effectively handle a customer interaction. Jacada® WorkSpace eliminates navigational inefficiency by providing the agent with a cohesive, desktop productivity environment that connects and automates the disparate systems and resources needed to effectively service the customer – from inquiries to closing additional sales.
Using desktop productivity solution like Jacada simplifies the processes needed to handle a customer inquiry, which results in operational savings and improved customer satisfaction. In addition, using role-based desktop controls, Jacada desktop productivity tools, transition CSRs that performed a limited number of job functions to universal agents who are better equipped to handle a more comprehensive list of service needs.
Using Jacada solutions, CSRs shorten handle times, improve service levels, maximize up-sell opportunities and deliver a more consistent service experience to your customers. In addition, simplifying the CSR workspace eliminates the need to train on individual systems – which amounts to substantial savings in training costs.