Customer Interaction Management and Jacada WorkSpace
Today, customer service organizations are finding that being able to deliver high-quality services through enhanced customer interaction management is of major strategic value to the business. These companies are seeing the affects that their customer experience management efforts have on revenue generation, customer loyalty/retention and operational cost savings. An enriched, personalized, and consistent customer experience across all business channels is a must in attaining corporate goals. Many organizations discover, however, that their representatives are severely limited because systems are difficult to use and are not integrated.
Customer interaction management is the process an organization follows in its interactions with its customers. Customer interaction management is affected by desktop complexity at the level of the customer service representative as well as by the efficiency and effectiveness of the service they provide. By optimizing their customer interaction management practices, contact centers can ensure their customers receive the best service at each and every interaction.
In addition to their roles as account manager, support technician, sales agent, etc., today's customer service representative (CSR) is called upon to foster and grow the relationship, and this is precisely where customer interaction management practices come into play.
Customer Interaction Management and the Unified Service Desktop
Optimizing the CSR desktop has direct implications for customer interaction management levels. A unified service desktop solution bridges together the desktop applications, creating a more intuitive, user-friendly workspace that enables CSRs to work more efficiently and effectively. This means more time for customer interaction management and less time required for processing.
The Jacada® WorkSpace unified service desktop 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 alleviates the issues that block superior customer interaction management.
The role-based desktop controls found in Jacada WorkSpace enable a more personalized level of customer interaction management, so that the CSRs job tasks can take on universal agent functionality, where any CSR can handle any type of call, from anywhere, and at any time.