Call Center Efficiency and Metrics

Jacada WorkSpace White Paper

This paper explains how Jacada WorkSpace improves contact center productivity and reduces handle time by simplifying and automating time-consuming contact center processes using a single universal desktop solution.

Webcast – Call Center Strategies for Increasing Profitability: Cost Center to Profit Center

The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues.

Webcast – First Call Resolution and Solve Rate Analytics That Produce Measurable Results

Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction.

Webcast – Improving CSR Efficiency in the Utilities Contact Center

Consistent customer service with key metrics (call handle time and resolution) CAN be achieved with a legacy CIS.

White Paper – Call Center Survey Results Identify Agent Desktop as Productivity Drain

Winn Technology Group Research provides the results of a national call center survey as well as industry metrics on agent performance.

White Paper – Jacada Insight: Inside FCR and Positive Growth

Discover the unique challenges of understanding customer experience in a call center and how to more effectively measure the CSR performance that drives it.

White Paper – The Top Three Strategies for Improving First Call Resolution

See the top strategies for properly aligning a contact center's culture, process and technology to vastly improve the most critical metric: First Call Resolution (FCR). Also available in German.

White Paper – Unlocking the Hidden Sales Potential of your Customer Service Representatives

With the right tools, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, leading to higher revenues, greater staff productivity, and increased customer loyalty.

White Paper – Why Average Handle Time No Longer Matters

The Jacada research team investigates an innovative measurement: Average Interaction Time (AIT) and why contact centers should reconsider the true significance of average call time reduction.

Cloud Computing

Webcast – Billions of Us Are in the Cloud

Cloud computing has great potential to renovate the end experience for the customer. Listen to this rebroadcast for a straightforward discussion of cloud computing strengths and challenges.

Complexity in the Call Center

Forrester Research – Hot Insurance Tech Companies To Watch In 2009

As Insurance IT teams accommodate new customer segments and business models, and manage daunting regulatory changes, Forrester reviews new solutions and vendors emerging to address the evolving needs of business leaders.

Jacada Fusion Technical White Paper

This paper describes Jacada Fusion from a technical perspective, including its ability to enable process changes and improvements quickly by surfacing key business functions as Web services and by orchestrating these services in the assembly of new composite applications.

White Paper – Barriers to Executing Bundled Sales in the Contact Center: A Communications Industry Report

Explore cost effective ideas for automating and simplifying work processes as well as tackle the chore of developing a bundled execution strategy.

Customer Case Studies

Video – Case Study

A simplified desktop helps this company's contact center evolve into a streamlined automated call center, resulting in a dramatically improved customer experience.

Video – Telefónica O2 UK

One of UK's largest telecommunications providers partners with Jacada to focus on the topic of certainty and reaps multiple rewards from reduced operational costs and supreme customer satisfaction.

Customer Experience

Webcast – The Customer Experience Imperative for Call Centers

Forrester Research shares three key principles that support a positive customer experience and Jacada highlights transformed customer service operations in leading companies.

Webcast – Yankee Group Reveals Top Five Ways to Increase CSR Effectiveness

Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness.

White Paper – Improving Customer Retention in the Insurance Contact Center

Discover how insurers improve the customer experience across all channels by eliminating desktop complexity in the contact center and amplifying customer retention, loyalty and growth.

Customer Retention

White Paper – Customer Retention Strategies in Action: A Communications Industry Report

This industry report identifies strategies for improving customer retention, tactics for simplifying the employee experience and a case study of Vodafone UK.

Customer Service

Butler Group – New Technology Audit: A Special Report About Jacada Fusion and Jacada WorkSpace

This technology report centers on the dramatic operational efficiencies – most importantly, employee productivity and customer satisfaction – that result from open architectures and next generation desktop advancements found in Jacada WorkSpace and Jacada Fusion customer service solutions.

Tangram Research Results – Help, the customer is drowning!

Customer service facilities are failing consistently to meet Dutch consumers' expectations, according to new consumer research, impacting companies' bottom lines. Also available in Dutch.

Technomar Survey Results – Absence of service drives German customers away from companies

A study of more than 1,000 German consumers shows a high level of dissatisfaction with the level of customer service currently received, which is leading to more and more consumers voting with their wallet. Also available in German.

Wakefield Research – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy

A national phone survey of American consumers shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while overall satisfaction has plunged.

Webcast – Ensuring a Positive Customer Experience

Forrester Research and Jacada define the relationship between customer service and customer loyalty, and present proof that a superior customer experience can ultimately differentiate insurance providers from competitors.

YouGov Survey Results – Customer Service Still Struggles to Satisfy

Customer service in the UK struggles to satisfy customers through existing online and phone based programs, leaving consumers with poor expectations for future products or services.

Social Media

Webcast – The Intersection of Social Media and Customer Experience: Esteban Kolsky and Brent Leary Share Their Insights

This panel discussion features Estaban Kolsky and Brent Leary, two social media thought leaders discussing the impact that social media is having on customer experience.

White Paper – Customer Service 2.0

Providing poor customer service has always been a dangerous proposition for any business, but the rising popularity of social media web sites has given today's customers a much more powerful punch.

White Paper – Five Ways Social Media is Impacting Customer Service

This paper highlights 5 major ways social media is changing the game for customer service.

Unified Agent Desktop

Call Center International Analysis – CRM Integration in Unified Agent-Desktops

Learn how contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.

Call Center International Analysis – Wake-Up Call for Desktop Efficiency

200 multi-national corporate call centers weigh-in on the demanding goals of efficiency targets, customer satisfaction and profits – not all goals are achieved with ease.

Datamonitor Analysis – CRM in the Contact Center and the Emergence of the Unified Agent Desktop

Unified desktop solutions integrate multiple systems and applications (including CRM systems) and provide a single point of access to support customer retention, improve service levels and foster market opportunities.

White Paper – The Top Six Reasons to Simplify the Customer Service Desktop

Learn the top six reasons why simplifying the desktop should be your number one priority to positively impacting every agent and every call.

UtiliPoint Analysis – Leveraging the True Value of Legacy Customer Information Systems

Modern utilities are exceeding customer expectations with a unified desktop and an optimized key call process in call centers, while utilizing the legacy CIS.

Ventana Research – Enhancing the Customer Experience: A Smart Desktop Enables Agents to Focus on the Customer

See how a unified service desktop is the best approach to eliminate desktop complexity and increase both agent effectiveness and customer satisfaction.

Webcast – Agents of Change - The Power of the Unified Desktop

Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.

Webcast – Raising the Stakes for Customer Service

Address key customer service issues with a new breed of unified customer service desktop solutions designed to improve agent productivity and the entire customer experience.

Webcast – Saving Your Way to Customer Satisfaction in the Insurance Call Center

Forrester analyst, Chad Mitchell, discusses best practices in call center unified desktop solutions that help CSRs focus on customer's problems, improve retention and lower costs.

White Paper – First Things First: Unify the Service Desktop Before Implementing a Universal Agent Program

Successfully move to a "universal agent" model by learning how to reduce desktop complexity FIRST.

Yankee Group – Improving Customer Service Effectiveness Demands a Unified Agent Desktop

Review the results of the latest CRM survey and learn why unified desktop solutions are enabling shorter but more effective customer interactions.

Video – Case Study

A simplified desktop helps this company's contact center evolve into a streamlined automated call center, resulting in a dramatically improved customer experience.

Video – Telefónica O2 UK

One of UK's largest telecommunications providers partners with Jacada to focus on the topic of certainty and reaps multiple rewards from reduced operational costs and supreme customer satisfaction.

Butler Group – New Technology Audit: A Special Report About Jacada Fusion and Jacada WorkSpace

This technology report centers on the dramatic operational efficiencies – most importantly, employee productivity and customer satisfaction – that result from open architectures and next generation desktop advancements found in Jacada WorkSpace and Jacada Fusion customer service solutions.

Call Center International Analysis – CRM Integration in Unified Agent-Desktops

Learn how contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.

Call Center International Analysis – Wake-Up Call for Desktop Efficiency

200 multi-national corporate call centers weigh-in on the demanding goals of efficiency targets, customer satisfaction and profits – not all goals are achieved with ease.

Datamonitor Analysis – CRM in the Contact Center and the Emergence of the Unified Agent Desktop

Unified desktop solutions integrate multiple systems and applications (including CRM systems) and provide a single point of access to support customer retention, improve service levels and foster market opportunities.

Forrester Research – Hot Insurance Tech Companies To Watch In 2009

As Insurance IT teams accommodate new customer segments and business models, and manage daunting regulatory changes, Forrester reviews new solutions and vendors emerging to address the evolving needs of business leaders.

Tangram Research Results – Help, the customer is drowning!

Customer service facilities are failing consistently to meet Dutch consumers' expectations, according to new consumer research, impacting companies' bottom lines. Also available in Dutch.

Technomar Survey Results – Absence of service drives German customers away from companies

A study of more than 1,000 German consumers shows a high level of dissatisfaction with the level of customer service currently received, which is leading to more and more consumers voting with their wallet. Also available in German.

UtiliPoint Analysis – Leveraging the True Value of Legacy Customer Information Systems

Modern utilities are exceeding customer expectations with a unified desktop and an optimized key call process in call centers, while utilizing the legacy CIS.

Ventana Research – Enhancing the Customer Experience: A Smart Desktop Enables Agents to Focus on the Customer

See how a unified service desktop is the best approach to eliminate desktop complexity and increase both agent effectiveness and customer satisfaction.

Wakefield Research – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy

A national phone survey of American consumers shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while overall satisfaction has plunged.

Yankee Group – Improving Customer Service Effectiveness Demands a Unified Agent Desktop

Review the results of the latest CRM survey and learn why unified desktop solutions are enabling shorter but more effective customer interactions.

YouGov Survey Results – Customer Service Still Struggles to Satisfy

Customer service in the UK struggles to satisfy customers through existing online and phone based programs, leaving consumers with poor expectations for future products or services.

Webcast – Agents of Change - The Power of the Unified Desktop

Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing with Jacada, to learn how both agent and customer satisfaction start at the agent desktop.

Webcast – Billions of Us Are in the Cloud

Cloud computing has great potential to renovate the end experience for the customer. Listen to this rebroadcast for a straightforward discussion of cloud computing strengths and challenges.

Webcast – Call Center Strategies for Increasing Profitability: Cost Center to Profit Center

The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues.

Webcast – Ensuring a Positive Customer Experience

Forrester Research and Jacada define the relationship between customer service and customer loyalty, and present proof that a superior customer experience can ultimately differentiate insurance providers from competitors.

Webcast – First Call Resolution and Solve Rate Analytics That Produce Measurable Results

Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction.

Webcast – Improving CSR Efficiency in the Utilities Contact Center

Consistent customer service with key metrics (call handle time and resolution) CAN be achieved with a legacy CIS.

Webcast – Raising the Stakes for Customer Service

Address key customer service issues with a new breed of unified customer service desktop solutions designed to improve agent productivity and the entire customer experience.

Webcast – Saving Your Way to Customer Satisfaction in the Insurance Call Center

Forrester analyst, Chad Mitchell, discusses best practices in call center unified desktop solutions that help CSRs focus on customer's problems, improve retention and lower costs.

Webcast – The Customer Experience Imperative for Call Centers

Forrester Research shares three key principles that support a positive customer experience and Jacada highlights transformed customer service operations in leading companies.

Webcast – The Intersection of Social Media and Customer Experience: Esteban Kolsky and Brent Leary Share Their Insights

This panel discussion features Estaban Kolsky and Brent Leary, two social media thought leaders discussing the impact that social media is having on customer experience.

Webcast – Yankee Group Reveals Top Five Ways to Increase CSR Effectiveness

Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness.

Jacada Fusion Technical White Paper

This paper describes Jacada Fusion from a technical perspective, including its ability to enable process changes and improvements quickly by surfacing key business functions as Web services and by orchestrating these services in the assembly of new composite applications.

Jacada WorkSpace White Paper

This paper explains how Jacada WorkSpace improves contact center productivity and reduces handle time by simplifying and automating time-consuming contact center processes using a single universal desktop solution.

White Paper – Barriers to Executing Bundled Sales in the Contact Center: A Communications Industry Report

Explore cost effective ideas for automating and simplifying work processes as well as tackle the chore of developing a bundled execution strategy.

White Paper – Call Center Survey Results Identify Agent Desktop as Productivity Drain

Winn Technology Group Research provides the results of a national call center survey as well as industry metrics on agent performance.

White Paper – Customer Retention Strategies in Action: A Communications Industry Report

This industry report identifies strategies for improving customer retention, tactics for simplifying the employee experience and a case study of Vodafone UK.

White Paper – Customer Service 2.0

Providing poor customer service has always been a dangerous proposition for any business, but the rising popularity of social media web sites has given today's customers a much more powerful punch.

White Paper – First Things First: Unify the Service Desktop Before Implementing a Universal Agent Program

Successfully move to a "universal agent" model by learning how to reduce desktop complexity FIRST.

White Paper – Improving Customer Retention in the Insurance Contact Center

Discover how insurers improve the customer experience across all channels by eliminating desktop complexity in the contact center and amplifying customer retention, loyalty and growth.

White Paper – Jacada Insight: Inside FCR and Positive Growth

Discover the unique challenges of understanding customer experience in a call center and how to more effectively measure the CSR performance that drives it.

White Paper – Five Ways Social Media is Impacting Customer Service

This paper highlights 5 major ways social media is changing the game for customer service.

White Paper – The Top Six Reasons to Simplify the Customer Service Desktop

Learn the top six reasons why simplifying the desktop should be your number one priority to positively impacting every agent and every call.

White Paper – The Top Three Strategies for Improving First Call Resolution

See the top strategies for properly aligning a contact center's culture, process and technology to vastly improve the most critical metric: First Call Resolution (FCR). Also available in German.

White Paper – Unlocking the Hidden Sales Potential of your Customer Service Representatives

With the right tools, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, leading to higher revenues, greater staff productivity, and increased customer loyalty.

White Paper – Why Average Handle Time No Longer Matters

The Jacada research team investigates an innovative measurement: Average Interaction Time (AIT) and why contact centers should reconsider the true significance of average call time reduction.