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As economic conditions waiver and competition pressures intensify, companies are seeking additional ways to defend their customer base against poaching. However, the more visionary organizations have strengthened their tactical contact center operations with corporate customer retention strategies. New ways of approaching customer retention / customer churn issues have emerged and found success in both the contact center and the boardroom.

Increased focus has been placed on customer retention as a both a competitive strategy and a survival strategy, perhaps more intensively now than ever before and across a variety of industries and markets. Some companies have even dedicated entire contact center operations exclusively to customer retention. However, as critical as contact center operations have become to customer retention strategies, most companies still face major operational issues, such as efficiency and productivity obstacles, which traditional contact center technology has failed to address.

Customer Retention Solutions in the Contact Center

Jacada technology has been successfully implemented in many Fortune 100 companies around the world, providing effective solutions that lead to improved customer retention.

Jacada® WorkSpace is a unified service desktop solution that provides an "intelligent" point of access to all the mission-critical applications and contact center tools required to effectively handle positive customer interactions and drive customer retention. Jacada solutions dramatically simplify the processes and workflow required by customer service representatives, resulting in reduced operational costs and improved customer retention.

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