Call Centre Technology
Increasingly organisations are recognising that there is a high correlation between their bottom line profitability figure and the quality of their customers' call centre experience. Their ability to use their call centre technology effectively, therefore, becomes a strategic imperative, especially as the use of the modern call centre technology can have a significant impact on all elements of the profitability equation: increase revenue, reduce costs and improve customer loyalty/retention. Whilst many organisations are focused on just one of these elements – cost reduction – success in the modern-day, super-competitive environment requires an enriched, personalised and consistent customer experience across all business channels. This approach must be led and driven from the top. Yet too often, the current call centre technology environment can limit rather than enhance this drive to meet these organisational objectives.
Call Centre Technology and Jacada Fusion
Jacada® Fusion call centre technology seamlessly integrates the applications the CSRs face on their desktops:
- Improving customer experience
- Reducing call length
- Significantly improving data entry accuracy
- Reducing training time
- Increasing opportunities to cross- and up-sell
Organisations that are using old green-screen systems will certainly benefit from the Jacada Fusion call centre technology. Instead of a difficult-to-use interface, far away from the usual software employed by CSRs in their personal life, call centre technology can be transformed into easy-to-use graphical applications with an improved, intuitive workflow.
If a modern CRM solution, such as Siebel and PeopleSoft, is being utilised, Jacada is also able to integrate it with existing back-office systems, giving the CSR easy access to all the relevant information they need to answer a call, e.g. billing, inventory, accounts payable/receivable, sales. This integrative approach to modernising call centre technology reduces training time, costs and errors; improves employee productivity and retention; and ultimately delivers higher levels of customer satisfaction.
The benefits of Jacada Fusion on call centre technology have been achieved by many major companies worldwide. The reduced complexity of the call centre systems allows these organisations' CSRs to focus on the customer rather than the technology, to the benefit of all.
