Kumaran Shanmuhan, Enterprise Software Specialist and Executive Director of Solution Consulting for Jacada will share how process optimization solutions allow contact centers to take the best practices of top performing agents and use them to improve performance among all agents.
In this webinar, attendees will learn how to:
- Capture the most successful agent processes
- Implement optimized processes
- Provide process guidance to agents in real-time
- Solve application complexity and provide next best action guidance
“Every contact center has agents that intuitively know the best way to interact with customers and solve issues efficiently. Taking the insight and knowledge from these successful agents to help develop the skills of other agents is a valuable practice,” said Kumaran Shanmuhan. “Whether it’s solving application complexity, increasing revenue, ensuring compliance, or just reducing call times, process guidance works to improve performance in contact centers.”
For a list of past Jacada webinars, click here.
Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting‐edge mobile customer service solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile or at the retail store. Jacada projects often deploy in less than six months, and our customers can often realize a complete return on investment within 12 months of deployment.
Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com.
A. Lee Judge
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