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January '12 posts
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Sam Collins | 
18th Jan 2012 at 12:09 | 677 views | 
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By John Everhard, Technical Director at Pegasystems
18th Januaary 2012 - A lot has been said about the importance of customer experience for improving customer retention, satisfaction and boosting sales. But, when we asked researchers to explore the views of UK consumers and business decision makers on customer service at the end of last year, we found a significant gap between what businesses are offering and what consumers actually need.
While almost half of the surveyed organisa...
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Sam Collins | 05th Jan 2012 at 17:05 | 605 views | 0 comments(s)
Agent Scripting that Doesn’t Sound … Scripted!
By Gideon Hollander, CEO of Jacada Inc.
5th January 2012 - As companies work to ensure a consistent and positive customer experience, they are turning more and more toward scripting technologies to guide their contact centre agents through calls. This guidance can come in the form of an actual verbal “script”, as well as the steps necessary to progress through the call – in essence, the next best action to take.
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Sam Collins | 05th Jan 2012 at 17:01 | 617 views | 0 comments(s)
Why CRM Can Increase Average Handle Time in Your Call Centre
By Gideon Hollander, CEO of Jacada Ltd.
5th January 2012 - Customer relationship management (CRM) systems are powerful. And complicated.
Chances are, your call centre agents use a CRM tool as one of the many applications on their desktop today. And it’s likely the CRM system serves as one of the primary “go to” applications utilized during a customer interaction. Which begs the question: Why is my average han...
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