Questions? Feedback? powered by Olark live chat software

Jacada Blog

Jacada Co-CEO, Gideon Hollander Discusses Contact Centers and CRM

email 2010-03-16-agents
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:

By Gideon Hollander, CEO of Jacada Ltd.

callcenterCustomer relationship management (CRM) systems are powerful. And complicated.

Chances are, your call centre agents use a CRM tool as one of the many applications on their desktop today. And it’s likely the CRM system serves as one of the primary “go to” applications utilized during a customer interaction. Which begs the question: Why is my average handle time (AHT) still so high?

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.