Resources and Downloads

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Telecommunications Contact Centers Case Study: Jacada Solutions Improve Quality, Efficiency, and Deliver Cost Savings to Telecommunications Contact Centers

In a customer-centric industry such as telecommunications, efficiently delivering a quality customer experience while increasing employee effectiveness is crucial to the bottom line. The customer’s experience and the results a company achieves on a given call are almost totally dependent on the agent’s ability to access and communicate information from various sources to the customer quickly and effectively.

Butler Group – New Technology Audit: A Special Report About Jacada Fusion and Jacada WorkSpace

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.

Call Center International Analysis – CRM Integration in Unified Agent-Desktops

Learn how contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.

Call Center International Analysis – Wake-Up Call for Desktop Efficiency

200 multi-national corporate call centers weigh-in on the demanding goals of efficiency targets, customer satisfaction and profits – not all goals are achieved with ease.

Call Center School – From Transactions to Interactions: 25 Workforce Strategies to Support Extraordinary Customer Experiences

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Penny Reynolds shares how efforts devoted to creating outstanding customer interactions have tremendous payback and provides us with a list of effective strategies.

ContactBabel – The UK Contact Centre Decision-Makers' Guide

This joint white paper from Jacada and ContactBabel (a UK-based analyst firm for the contact centre industry) discusses efficiency and effectiveness within a customer service call.

Datamonitor Analysis – CRM in the Contact Center and the Emergence of the Unified Agent Desktop

Unified desktop solutions integrate multiple systems and applications (including CRM systems) and provide a single point of access to support customer retention, improve service levels and foster market opportunities.

Tangram Research Results – Help, the customer is drowning!

Customer service facilities are failing consistently to meet Dutch consumers' expectations, according to new consumer research, impacting companies' bottom lines. Also available in Dutch.

Technomar Survey Results – Absence of service drives German customers away from companies

A study of more than 1,000 German consumers shows a high level of dissatisfaction with the level of customer service currently received, which is leading to more and more consumers voting with their wallet. Also available in German.

Temkin Group – The Customer Experience Evolution Of Contact Centers

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Bruce Temkin explains how contact centers can learn to collaborate and improvise by mastering the four core customer experience competencies: purposeful leadership, employee engagement, compelling brand values and customer connectedness.

thinkJar – Debunking Social CRM

In this report sponsored by Jacada, as part of our "Customer Service 2.0: Access the Experts" series, Esteban Kolsky shows us how an organization can remove the hype from the claims about Social CRM, focus on what matters, and deploy a valuable initiative that benefits everyone.

UtiliPoint Analysis – Leveraging the True Value of Legacy Customer Information Systems

Modern utilities are exceeding customer expectations with a unified desktop and an optimized key call process in call centers, while utilizing the legacy CIS.

Wakefield Research – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy

A national phone survey of American consumers shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while overall satisfaction has plunged.

Yankee Group – Improving Customer Service Effectiveness Demands a Unified Agent Desktop

Review the results of the latest CRM survey and learn why unified desktop solutions are enabling shorter but more effective customer interactions.

YouGov Survey Results – Customer Service Still Struggles to Satisfy

Customer service in the UK struggles to satisfy customers through existing online and phone based programs, leaving consumers with poor expectations for future products or services.

U.S. Navy Benefits From a Composite Application Strategy

Using a model-driven service framework and a composite application strategy, the U.S. Navy significantly reduced the cost and time to manage its contract process.

Webinar - Change the Channel, Keep the Customer

Join Jacada and Kate Leggett of Forrester Research as we explore the importance of delivering a consistent customer journey. Participants will learn how the most prominent touch points are being leveraged and also learn how to immediately start implementing a successful multi-touch point customer journey.

Webinar - How to make all of your agents your best agents while optimizing your processes

Join us for an informative Webinar that shows you how you can capture your best Agent’s processes and procedures and reuse them across your entire agent base. Now all your agents can be your best agents!

Webinar - Embracing the Mobile Channel to Deliver an Exceptional Customer Experience

In this Webinar, Kate Leggett of Forrester Research, explores why delivering a good customer experience in a multi-channel world is a tall order and provides insights into industry trends and solutions to this problem. Participants will learn about the challenges of supporting customers across multiple channels without fragmenting the experience, and gain valuable insight into strategies that can be implemented immediately to embrace this new trend.

Webinar - Add Self Service to Your Mobile App in 15 Minutes

In this Webinar you will see Gideon Hollander build a mobile customer self service flow and publish it to a mobile device, demonstrating both the power and ease-of-use of the Jacada Mobile Agent product suite.

Improving Customer Service with Dynamic Scripting (Special Guest: Telefonica O2)

This webinar will demo the latest scripting technologies, including a case study presentation from Telefonica O2 UK. We will explore how you can quickly & easily create, update and enhance your key callcenter processes using dynamic scripting that will make your customers feel they are having a natural interaction with the agent.

Webcast – Contact Center Agility: Moving at the Speed of Business

Jacada, the founder of the Unified Agent Desktop, once again revolutionizes the space with the release of Jacada WorkSpace Agent Desktop 6.0, the first Agent Desktop built to empower the business and lighten the workload of IT.

Webcast – Agents of Change - The Power of the Unified Desktop

Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing (1995-2009) with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.

Mobile as the New Engagement Channel

Mobile devices are becoming the largest engagement channel for customers, and most businesses are woefully underprepared. With unprecedented growth in mobile device adoption, customers expect to reach an organization anytime and from anywhere. The new mobile self-service channel offers organizations an unprecedented opportunity to provide an improved self-service experience, reduce inbound call volume, and capture one of the largest growing demographics: Mobile Customers.

Jacada Fusion Technical White Paper

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.

Jacada WorkSpace White Paper

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.

White Paper – Barriers to Executing Bundled Sales in the Contact Center: A Communications Industry Report

Explore cost effective ideas for automating and simplifying work processes as well as tackle the chore of developing a bundled execution strategy.

White Paper – Call Center Survey Results Identify Agent Desktop as Productivity Drain

Winn Technology Group Research provides the results of a national call center survey as well as industry metrics on agent performance.

White Paper – Customer Retention Strategies in Action: A Communications Industry Report

This industry report identifies strategies for improving customer retention, tactics for simplifying the employee experience and a case study of Vodafone UK.

White Paper – Customer Service 2.0

Providing poor customer service has always been a dangerous proposition for any business, but the rising popularity of social media web sites has given today's customers a much more powerful punch.

White Paper – First Things First: Unify the Service Desktop Before Implementing a Universal Agent Program

Successfully move to a "universal agent" model by learning how to reduce desktop complexity FIRST.

White Paper – Improving Customer Retention in the Insurance Contact Center

Discover how insurers improve the customer experience across all channels by eliminating desktop complexity in the contact center and amplifying customer retention, loyalty and growth.

White Paper – Five Ways Social Media is Impacting Customer Service

This paper highlights 5 major ways social media is changing the game for customer service.

White Paper – Social Customer Insights: Building Customer-centric Organizations

Read this white paper to understand how to leverage the social web to improve customer experience and customer advocacy by harnessing the insights gathered about the social customer.

White Paper – The Effect of Unified Desktop on the Waiting Time of Customers

A Unified Desktop has a significant impact on the service quality. While the cost and effort of an optimization initiative can be estimated relatively easy in most cases, the quantification of the result in subject to the customers' waiting time is difficult. This article describes how an Unified Desktop with an improvement of 20% result in a decrease of customer waiting time by 75%.

White Paper – The Impact of Business Process Optimization in Contact Centers on the Service Level and Staffing

Today's contact centers must provide the best possible customer service at the lowest possible cost per customer contact. This document describes how call center managers can increase the service level from 80% to 98% with a minimum of effort and risk.

White Paper – The Top Six Reasons to Simplify the Customer Service Desktop

Learn the top six reasons why simplifying the desktop should be your number one priority to positively impacting every agent and every call.

White Paper – The Top Three Strategies for Improving First Call Resolution

See the top strategies for properly aligning a contact center's culture, process and technology to vastly improve the most critical metric: First Call Resolution (FCR). Also available in German.

White Paper – Unlocking the Hidden Sales Potential of your Customer Service Representatives

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.

White Paper – Why Average Handle Time No Longer Matters

The Jacada research team investigates an innovative measurement: Average Interaction Time (AIT) and why contact centers should reconsider the true significance of average call time reduction.

Video – Case Study

A simplified desktop helps this company's contact center evolve into a streamlined automated call center, resulting in a dramatically improved customer experience.

Video – Telefónica O2 UK

One of UK's largest telecommunications providers partners with Jacada to focus on the topic of certainty and reaps multiple rewards from reduced operational costs and supreme customer satisfaction.