Jacada

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...

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...

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...

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...

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-...

This paper points out why businesses should leverage the social web to understand their customers beyond their relationship history with the company.

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....

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 ...

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...

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 ...