American consumers believe that companies are failing to meet their service needs while in the midst of economic hardships. A recent national phone survey of 1,000 American consumers, which was conducted in April 2009 by Wakefield Research, shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while service and satisfaction have dropped. This Executive Summary report highlights the key findings of the survey.
Results of new research released by Jacada paint a vivid picture of the challenges facing customer service provision in the UK. The survey, conducted by YouGov, questioned more than 2,100 UK adults on a number of key customer service issues. Many of the results point to a high level of customer dissatisfcation with UK's online and phone based customer service, with many consumers now expecting to get poor service when they reach out to the companies they are buying their products and services from. Very few consumers feel valued as customers as a result.
View this demo to learn how simplifying the agent desktop can dramatically improve contact center efficiency and effectiveness. Watch as one company's contact center desktop goes from chaotic to streamlined and see how Jacada solutions provided automated call flows for the agents, resulting in a nearly 33% reduction in average handle time.
Watch this 2-minute video to hear Cheryl Black, Customer Service Director for Telefónica O2 UK, share the impact that the Jacada unified desktop solution has had on O2 UK's business. With the Jacada solution, O2 has improved customer retention, improved customer satisfaction and reduced operational costs by millions of dollars per year.
American consumers believe that companies are failing to meet their service needs while in the midst of economic hardships. A recent national phone survey of 1,000 American consumers, which was conducted in April 2009 by Wakefield Research, shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while service and satisfaction have dropped. This Executive Summary report highlights the key findings of the survey.
Results of new research released by Jacada paint a vivid picture of the challenges facing customer service provision in the UK. The survey, conducted by YouGov, questioned more than 2,100 UK adults on a number of key customer service issues. Many of the results point to a high level of customer dissatisfcation with UK's online and phone based customer service, with many consumers now expecting to get poor service when they reach out to the companies they are buying their products and services from. Very few consumers feel valued as customers as a result.
Efficiency, customer satisfaction and profits are among the goals that are severely impacted by the complexity and multiplicity of computing systems found in many contact centers, according to a survey of 200 multi-national corporate call centers conducted for Jacada by Winn Technology Group Research. Rather than a flexible and fast interaction with customers, some contact center agents are still obliged to labor under processes that are cumbersome and unwieldy. Read more about this research.
Contact centers face ever-increasing demands from their corporate masters. They are continuously asked to do more with less. With so much expense and effort spent on improving and maintaining agent performance, customer service and support solutions are being developed with the user interface and customer experience in mind. Learn how contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.
For many utilities, the Customer Information System (CIS) is a heavily customized, largely isolated system, built initially to accommodate customer billing information. While most CIS systems were designed to be a workhorse for account information and billing calculations, they were not built with continuous, multi-channel customer service and the robust functionality and agility requirements for contact center interface in mind. Learn how today's utilities can benefit from a unified desktop in the call center, which quickly optimizes key call processes, without the need to replace legacy CIS systems.
Insurance IT has to accommodate new customer segments and markets; a global economic crash that's creating new competitors and business models; and undefined, but daunting, regulatory changes that will alter the industry as we know it. As the insurance industry transforms itself, Forrester has seen new solutions and vendors emerge to address the changing needs of insurance technologists and business leaders.
To retain more customers and provide better service, enterprises are implementing unified desktop solutions that keep both the agent interface and customer experience in mind. These solutions integrate multiple systems and applications (including CRM systems) and provide a single point of access for all customer information. Also included: key trends, market opportunities and drivers.
Survey results show that desktop complexity is one of the top problems faced by contact centers. Contact center analyst Richard Snow explains how a unified service desktop is the best approach to eliminate complexity and increase both agent effectiveness and customer satisfaction.
Review the results of the latest CRM survey and learn why unified desktop solutions are enabling shorter but more effective customer interactions.
This technology report centers on the dramatic operational efficiencies – most importantly, employee productivity and customer satisfaction – that result from open architectures and next generation desktop advancements found in Jacada WorkSpace and Jacada Fusion customer service solutions.
In this rebroadcast, Bruce Temkin from Forrester Research shares the three key principles for improving customer experience and how contact centers are ground zero for improving customer experience. Richard Stern, SVP of Jacada, discusses the widely successful Jacada unified service desktop solution and how it has transformed customer service operations in leading companies.
In this rebroadcast, Penny Reynolds, founding director of The Call Center School, discusses how to improve customer interactions and optimize the customer experience, while contributing to the bottom line. Penny addresses why the most common cost-cutting measures actually end up having a negative impact on profitability. She suggests ways to help your customer service organization increase sales. She also gives you tactical steps that you can employ immediately to cut costs in the right places.
Forrester analyst, Chad Mitchell, discusses best practices in call center unified desktop solutions that help CSRs focus on customer's problems, improve retention and lower costs.
Bruce Temkin (Forrester Research) and David Holmes (Jacada) look at the impact that customer service can have on customer loyalty. These industry experts also discuss how providing a superior customer experience - including the use of unified desktop solutions – can cost-effectively differentiate insurance industry leaders from their competition.
In this webcast, Ethan Cohen (UtiliPoint International) and David Holmes (Jacada) discuss key customer service issues facing the utilities industry, including the looming issue of legacy CIS systems, the critical need to provide consistent customer service and the importance of metrics such as call handle time and call resolution.
Chip Gliedman (Forrester Research) and David Holmes (Jacada) discuss key issues facing customer service organizations today and the potential business impact. Learn about a new breed of unified customer service desktop solutions designed to improve customer experience and agent productivity.
Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.
Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness.
This paper explains how Jacada WorkSpace improves contact center productivity and reduces handle time by simplifying and automating time-consuming contact center processes using a single universal desktop solution.
This paper describes Jacada Fusion from a technical perspective, including its ability to enable process changes and improvements quickly by surfacing key business functions as Web services and by orchestrating these services in the assembly of new composite applications.
With the right tools, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, leading to higher revenues, greater staff productivity, and increased customer loyalty.
Metrics are nothing new to customer service professionals. First Call Resolution (FCR) is the most important of these metrics because it is an important measure of efficiency, effectiveness and customer satisfaction. This Jacada white paper reveals three straight-forward strategies -- involving culture, process and technology -- which, if implemented and aligned within the contact centre, can vastly improve your FCR stats. Also available in German.
For contact centers, AHT (average handle time) has long been the de facto metric regarding customer interaction. But does reducing call times mean that customers will be happier because their calls will be shorter? This Jacada white paper introduces a new unit of measure: Average Interaction Time (AIT), which allows exploration into the dynamics within the call or interaction.
Desktop complexity presents one of the biggest obstacles to call center success and it resides on nearly every agent's desk and pervades every call. Learn the top five reasons that simplifying the agent desktop should be your highest priority.
If you are considering the move to a "universal agent" model, so that your agents can handle any call from any where on any topic, read this paper to learn how reducing desktop complexity first is a critical step for a successful program.
This paper examines the factors that severely affect contact center performance and customer satisfaction objectives. The study, conducted by Winn Technology Group Research, provides the results of a national call center survey as well as industry metrics on agent performance.
The top priorities for today's insurers are to increase customer retention, loyalty and company growth. Insurers must prioritize the task of improving customer experience across all channels, but particularly in the contact center. Learn how insurers can eliminate desktop complexity in the contact center to reduce operating costs and increase customer retention.
Developing an effective bundling execution strategy has proven to be difficult in practice. This industry report addresses bundling and challenges and provides cost-effective strategies that can automate and simplify work processes.
This industry report identifies strategies for improving customer retention, tactics for simplifying the employee experience and a case study of Vodafone UK.
