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Today, companies are recognizing that being able to deliver high-quality services through enhanced customer experience management is of major strategic value to the organization. Revenue generation and customer loyalty/retention are key objectives of customer experience management. Accomplishment of these objectives requires an enriched, personalized, and consistent customer experience across all business channels. Many organizations discover, however, that their representatives are severely limited because systems are difficult to use and are not integrated.

Customer experience management refers to how a customer service organization attends to the minute-by-minute interactions with its customers. A closer look at customer experience management practices reveals that customer service operations must combat desktop complexity and inefficiencies and ineffectiveness if they are to improve the services they provide. By optimizing their customer experience management practices, contact centers can ensure their customers receive the best service at each and every interaction.

Customer experience management has become yet another responsibility for the customer service representative (CSR), who must already handle basic service inquiries, cross-sell additional services and products to boost revenue, and answer technical questions. Customer experience management –that is, how these CSRs nurture the customer relationship -- is of paramount importance to customer satisfaction and must be addressed at the level of the CSR.

Customer Experience Management on the Customer Service Desktop

Solutions which optimize the CSR desktop help simplify the customer experience management dilemma by bridging together all the applications on the CSR desktop, creating a more intuitive, user-friendly workspace that enables CSRs to work more efficiently and effectively.

Jacada® WorkSpace is a desktop optimization solution that provides an "intelligent" view –meaning all the pieces of information from legacy systems the CSR needs to service the customer are within a unified view – and removes the obstacles toward providing superior customer experience management.

Because of its role-based desktop controls, Jacada WorkSpace enables more personalized customer experience management, expanding the job task capabilities of CSRs to include universal agent functionality, where any CSR can handle any type of call, from anywhere, and at any time.

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