To a customer in need, the customer service representative (CSR or agent) is the voice of an organization. CSRs are being asked to communicate more effectively, become experts on an ever-growing product portfolio and master the increasing number of complex systems necessary to complete an interaction, all while keeping interactions to manageable lengths and projecting a positive and helpful attitude to the customer. As a result, the CSR desktop has become a chaotic maze of disjointed systems, which fosters costly operational inefficiencies and headaches for both the CSR and the customer. CSRs spend too much time logging into applications, navigating through complex screens, searching for the right answer, struggling to remember processes and dealing with redundant data entry – resulting in a poor customer service experience. Given this reality, if businesses are truly serious about driving customer satisfaction, operational efficiency and revenue generation from the contact center, they must develop best practice processes and automate them in the systems used by their agents.

Implementation of Jacada® WorkSpace can eliminate the complex desktop environment, drastically improve call quality and efficiency and significantly reduce training costs. Jacada WorkSpace is a unified desktop for the agent, which provides relevant data and processes to support various call types, including dynamic call scripts and simplified navigation.

With a quick time-to-deploy, Jacada WorkSpace can mean substantial and rapid results, including:

• Improved customer service experience
• Improved first call resolution
• Significantly reduced average handle times (AHT)
• Reduced costs associated with agent training and data entry errors

Managing your customer interactions is a dynamic and ever-changing requirement. Contact centers need to respond rapidly to changing business needs and quickly retool interactions for the customer service agents. Traditionally, creating and managing the interaction has involved complex and lengthy IT development cycles, preventing the business from adapting to customer needs in real time. And, more often than not, the changes are minor: adjusting pricing, updating offers and improving best practices. This is something that a contact center planner or business analyst should be able to do. Using Jacada® Agent Scripting, your customer interactions can be automated to enforce best practices, reduce training requirements and to enforce and monitor compliance requirements.

A well-modeled and automated interaction is designed to:

• Clearly explain what information should be relayed to the customer
• Highlight which questions to ask the customer
• Provide forms for accepting data input
• Define the call flow or path

In Jacada Agent Scripting, the interaction can react dynamically based on customer information to ensure that the call is handled as intended by the business. This allows business managers to control the things they should control and the company benefits from having a highly responsive and agile unified service desktop.

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