Questions? Feedback? powered by Olark live chat software

Highlights of the interview:

- Introduced Jacada (what does Jacada do?)
- Discussed the proliferation of automated call center processes vs. live agents
- Discussed agent turnover
- Discussed how Jacada reduces agent training
- Gideon talked about how he worked undercover at call centers to get a better understanding of their challenges
- Discussed reasons why productivity is impeded and ways to measures productivity (Jacada helps for first call resolution, customer satisfaction, retention)
- Asked if Jacada coaches customers on first call resolution (Jacada looks at company objectives first from a management perspective)
- Mentioned ways to decrease call time while increasing customer satisfaction (moving away from average handle time to first call resolution)
- Discussed Jacada products (unified desktop and agent scripting products)
- Discussion of Jacada's niche
- Asked if Jacada customizes the technology
- Asked what's coming up for Jacada in 2012

Contact Center and CRM Discussion with Jacada Co-CEO, Gideon Hollander

The barometer of dissatisfaction for consumers when calling into a contact center has been rising steadily over the last few years despite all of the tools, checks and balances implemented by organizations. Jacada co-ceo Gideon “Giddy” Hollander weighs in on the radio show, Business Technology News Hour, to discuss why he believes CRM is impeding call center agents from interacting with their customers more fully due to overly automated processes and complex CRM systems.

Listen to the audio of the interview below:

 

Highlights of the interview:

-      Introduced Jacada (what does Jacada do?)

-      Discussed the proliferation of automated call center processes vs. live agents

-      Discussed agent turnover

-      Discussed how Jacada reduces agent training

-      Gideon talked about how he worked undercover at call centers to get a better understanding of their challenges

-      Discussed reasons why productivity is impeded and ways to measures productivity (Jacada helps for first call resolution, customer satisfaction, retention)

-      Asked if Jacada coaches customers on first call resolution (Jacada looks at company objectives first from a management perspective)

-      Mentioned ways to decrease call time while increasing customer satisfaction (moving away from average handle time to first call resolution)

-      Discussed Jacada products (unified desktop and agent scripting products)

-      Discussion of Jacada’s niche

-      Asked if Jacada customizes the technology

-      Asked what’s coming up for Jacada in 2012

We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used, and to tailor advertising. You can read more about our cookie use here in our Privacy Policy. By continuing to use this site you are giving us your consent to do this.