The Call Centre Portal
Today, the call centre is often the most important gateway an organisation has to its customers. Indeed, a company's ability to use its call centre portal to drive growth through the delivery of the quality of customer experience now being demanded is often central to success in this increasingly competitive environment.
For many, the call centre portal has the greatest potential to impact a company's bottom line, having the ability to reduce costs, improve revenue generation and improve customer retention.
Recognising that the call centre portal is central to its success, many organisations are now investing in it, having high expectations with regards its ability to effect change. Yet many are discovering that the systems intended to facilitate the company's growth may be working for the departments they were designed for (e.g. accounting, marketing) but are actually hindering the call centre agent's ability to deal with customer queries. The many systems are often difficult to use (especially by a non-specialist), and there is a lack of integration between the systems.
A call centre portal should provide easy access to the disparate applications, improving the experience for both agent and customer, consistently across all business channels.
The Call Centre Portal and Jacada WorkSpace
The call centre portal provided by Jacada WorkSpace® integrates all the systems the agent must use on a day-to-day basis, dramatically improving productivity and customer satisfaction:
- 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 legacy systems will certainly benefit from the Jacada call centre portal. Instead of a difficult-to-use interface, far away from the usual software employed by CSRs in their personal life, a call centre portal provides an easy-to-use graphical interface with an improved, intelligent workflow.
Even when a modern CRM solution, such as Siebel and PeopleSoft, is being used, Jacada is also able to integrate it with existing back-office systems, giving the CSR the necessary call centre portal to provide easy access to all the relevant information they need to answer a call, e.g. billing, inventory, accounts payable/receivable, sales.
The benefits of the Jacada call centre portal have been achieved by many major companies worldwide. The reduced complexity of the call centre systems allows these CSRs of these organisations to focus on the customer rather than the technology, to the benefit of all.