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Jacada Blog

customer expectations today

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

digital solutions vendors can implement quickly

Partnering with an external provider is a no-brainer

The rapid implementation of new technologies is crucial to the success of the modern contact center.

hot new contact center technology in early 2017

New technologies for a new era

The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future.

jacada interaction platform version 8 7

Updates to the Interaction Designer

Powering Jacada Visual IVR and Agent Scripting

Version 8.7

how digital can save your organization money

This additional revenue can then be channeled back into agent upskilling

Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away.

digital engagement on the voice channel

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

harvesting the benefits of digital self service

There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help.

key brand differentiator

Why Digital Customer Service Should be a Top Priority

For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again.

Omnichannel necessary but complex

As customers adopt multiple contact channels, challenges like digital pivoting come to the fore.

The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary. They are finding that there is an increasing need to communicate and respond to customers using a multitude of channels beyond the standard voice call.

digital engagement and first visit resolution

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this.

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