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Jacada Blog

Why is Customer Service so Drawn to Personalization

There is a definite shift towards a more personalized means of servicing the customer, an approach that offers benefits to both the organization and their clients.

5 important metrics for call center success

Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations. However, at the same time, not every metric can be solely customer-centric as there are operational costs and other business needs that must be factored in. With that in mind, here are five critical metrics for call center success today:

Can you AHT without damaging customer satisfaction NoText

Can you reduce AHT without damaging customer satisfaction?

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers.

has digital transformation gone the way of a google adwords campaign

The digital transformation landscape is already crowded and becoming even more so every day. We have industry digital veterans (like eGain, LivePerson, Creative Virtual & [24]7) providing VA, chat and co-browsing competing against traditional mainstream telephony & contact centre providers (like Cisco, Avaya and Genesys) who are adding digital offerings to their existing product suite. But every other day another start-up seems to appear on the landscape trying to sell the latest and greatest digital solution.

The digital customer maturity index chart

The Digital Customer Maturity Index

Organizations are at differing levels of ‘digital CX maturity’ – that is, the availability of digital channels, the integration of digital channels, the adoption by customers of digital channels and the overall customer experience on digital remains varied from organization to organization.

call waiting and the customer experience

Today, customer service trends are driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the emergence of the Millennial consumer has led to quickly changing expectations.

is omnichannel and personalization mutual exclusive

Omnichannel and personalization – and never the twain shall meet

Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience?

Why the phone still seems to be the preferred channel of choice

I just called to say…I have a problem

Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges.

Financial Darwinism why financial call centers have failed to deliver

The Promise

Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.

the impact of emotion on customer experience

High on emotion!

The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for.

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