Customer Interactions - Jacada's library

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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.

Last modified:
07/20/10 08:06 PM ET

Duration:
59:41

Size:
73.6MB

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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.

Last modified:
07/21/10 08:17 PM ET

Duration:
26:53

Size:
27.91MB

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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.

Last modified:
07/20/10 10:12 PM ET

Duration:
1:02:59

Size:
64.72MB

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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.

Last modified:
07/21/10 05:51 PM ET

Duration:
58:16

Size:
60.09MB

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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.

Last modified:
07/20/10 07:04 PM ET

Duration:
1:00:36

Size:
62MB

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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.

Last modified:
07/20/10 08:06 PM ET

Duration:
1:01:18

Size:
62.45MB

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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.

Last modified:
07/21/10 07:32 PM ET

Duration:
55:54

Size:
58.86MB

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What really drives customer satisfaction and why should we care

The search for one single KPI to measure our contact centres' effectiveness continues. There are lots of options, including NPS, CSAT, FCR, and CES (customer effort score). But do they hold up? Isn't it time we found out the facts? This 60-minute webinar shows the progress being made towards really understanding what impacts customer satisfaction, retention and advocacy.

Last modified:
03/11/11 04:26 PM ET

Duration:
55:28

Size:
50.63MB

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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.

Last modified:
07/20/10 04:50 PM ET

Duration:
1:07:54

Size:
69.8MB

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