
Jacada Join us for the 2nd in our "Access the Experts" webcast series featuring Bruce Temkin of the Temkin Group: Turning Contact Centers Into Customer Experience Leaders http://bit.ly/a1YeZW

Jacada
Contact Centers Need More Purposeful Leadership http://jacada.typepad.com/jacada-blog/20 10/09/contact-centers-need-more-purposef ul-leadership.html
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I really like this quote from Stephen Sadove, CEO of Saks: “I have a very simple model to run a company. It starts with leadership at the top, which drives a culture. Culture drives innovation and whatever else you're trying to drive within a company — innovation, execution, whatever it's going to b...

Jacada
By the Numbers: Customer-Centric Metrics http://jacada.typepad.com/jacada-blog/20 10/09/by-the-numbers-customer-centric-me trics.html
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Why is it important to measure and track customer service? A great customer experience can turn a customer into a "raving fan" for your brand or product as patrons are not just satisfied customers, they are loyal promoters. The end result is referrals, retention and profitable growth! In today's tou...

Jacada
Contact Centers Are A Key Part Of Your Brand Mix
http://jacada.typepad.com/jacada-blog/20 10/08/contact-centers-are-a-key-part-of- your-brand-mix.html
jacada.typepad.com
What's the purpose of your call centers? If your answer does not include some mention of your company's brand, then something is amiss. And your Chief Marketing Officer (CMO) needs to spend more time with the contact center. In my previous post The Customer Experience Evolution Of Contact Centers, I...

Jacada
Call Center Motivation - Not a One Time or One Size Fits All Solution
http://jacada.typepad.com/jacada-blog/
October is just around the corner and we will soon hear the buzz as call centers prepare for Customer Service Week. Many devote special time and attention to showing appreciation to their frontline call center sta...ff this month and use this time to implement new motivation programs to keep staff fired up and performing at their best.

Jacada
Webcast: "From Transactions to Interactions: Five Essential Workforce Components to Make the Most of Each Call" featuring Penny Reynolds, Founding Partner of The Call Center School https://jacada.webex.com/jacada/onstage/ g.php?t=a&d=352668001&SourceId=FCBK

Jacada
Looking for Coaching Opportunities http://jacada.typepad.com/jacada-blog/20 10/08/looking-for-coaching-opportunities .html
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Coaching is all about helping someone improve performance and when done right, it's an experience frontline staff will welcome and appreciate. However, for many call center supervisors, coaching is simply a meaningless presentation of numbers or pointing out of errors with no positive roadmap for im...

Jacada
Mentoring High Performance Teams http://jacada.typepad.com/jacada-blog/20 10/08/mentoring-high-performance-teams.h tml
jacada.typepad.com
High Performing Teams as a topic is a timely one, with the new fall seasons of professional football getting started around the world – both "football" in Europe and "football" in the US – and this gets me thinking about what it takes to keep a team, any team, operating... on a championship level year-...
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Jacada Jacada Announces Release of Social Customer Insights White Paper http://www.jacada.com/news/PR340.htm
This paper points out why businesses should leverage the social web to understand their customers beyond their relationship history with the company.

Jacada
The Customer Experience Evolution of Contact Centers http://jacada.typepad.com/jacada-blog/20 10/08/the-customer-experience-evolution- of-contact-centers.html
jacada.typepad.com
Are contact centers becoming extinct like dinosaurs or typewriters? Based on the hype in the general media, it seems pretty clear that contact centers are a dying breed; getting replaced by more modern interaction channels like the Web, mobile, and social media. But the data tells a different story....

Jacada
Web self service and call centers dissatisfy both German and UK customers http://www.jacada.com/news/news_CallCent erInternational_20100823_Call-centers-di ssatisfy-DE-UK-customers.pdf

Jacada
Training for Customer Interactions, Not Just Transactions http://jacada.typepad.com/jacada-blog/20 10/08/training-for-customer-interactions -not-just-transactions.html
jacada.typepad.com
There are two components that contribute to customer perceptions of a call and their resulting attitude about your company, including overall loyalty, likelihood of future business, and willingness to recommend to others. One critical part is obviously the transaction part of the call and its basic ...

Jacada
Getting the message across http://jacada.typepad.com/jacada-blog/20 10/08/getting-the-message-across.html
jacada.typepad.com
The world around us is changing rapidly and we have to change to keep pace. This means rethinking how we disseminate information. People no longer have the time, money or inclination to sit in a classroom for a week or more being trained in the latest and greatest technology; especially when that te...

Jacada
Making the Match: Hiring the Right Call Center Staff http://jacada.typepad.com/jacada-blog/20 10/08/making-the-match-hiring-the-right- call-center-staff.html
jacada.typepad.com
If you're been searching for one single thing you can do to improve training success, staff retention, call quality, and overall performance of your staff, look no further. There is a simple solution that will significantly improve all these other areas and it's not a technology solution. All you ha...

Jacada
The Social Customer and the Globalized Small Town
http://jacada.typepad.com/jacada-blog/20 10/08/the-social-customer-and-the-global ized-small-town.html
jacada.typepad.com
Back in the days when people in a small town purchased everything they needed from the local market, businesses had an opportunity to truly understand their customers and provide exemplary, personalized customer service. The local grocers and butchers, for instance, were able to interact with their ...













