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RPA vs BPM what is the difference | Jacada

rpa vs bpm what is the difference

Keeping it in the family

RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins.

the dos and donts of customer experience management

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do.

the customer experience manager

Who wants to be a customer experience manager?

A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.

positive effects of digital disruption

Turning disruption into opportunity

One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels.

5 trends in the call center

5 Technological Trends in the Call Center

What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year.

why do customers keep calling their bank call center

Why Do Customers Keep Calling their Bank Call Center?

Who is more likely to contact their bank's call center - Baby Boomers or Millennials? The answer may not be what you would expect.

can chatbots be more human than humans Jacada

Chatbots, more Human than Humans?

Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves.

front office and back office rpa Robotic Process Automation

By automating functions in both the back and front office of the contact center, organizations can reduce errors, improve agents’ efficiencies and deliver enhanced customer service.

3 myths of visual ivr

Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR, a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest. Let’s take a look:

rapid and easy authentication is to be expected with visual ivr

Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives.