Customer Interactions
By Jacada
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Podcast Description
Customer Interactions with Jacada is a podcast series that focuses on solutions to improve the customer experience. View these podcasts to get an insider's view of best practices in the call center, customer service metrics and current agent and customer satisfaction statistics. In addition, there are other hot topics to learn about, such as the latest in social media advancements and the evolution in cloud computing.
| Name | Description | Released | Price | ||
|---|---|---|---|---|---|
| 1 | VideoWhat really drives customer satisfaction and why should we care | The search for one single KPI to measure our contact centres' effectiveness continues. There are lots of options, including NPS, CSAT, FCR, and CES (customer effort score). But do they hold up? Isn't it time we found out the facts? This 60-minute webinar shows the progress being made towards really understanding what impacts customer satisfaction, retention and advocacy. | 3/10/11 | Free | View In iTunes |
| 2 | VideoBillions of Us Are in the Cloud | Cloud computing has great potential to renovate the end experience for the customer. Listen to this rebroadcast for a straightforward discussion of cloud computing strengths and challenges. | 6/23/10 | Free | View In iTunes |
| 3 | VideoThe Intersection of Social Media and Customer Experience - Esteban Kolsky and Brent Leary Share Their Insights | This panel discussion features Estaban Kolsky and Brent Leary, two social media thought leaders discussing the impact that social media is having on customer experience. | 5/18/10 | Free | View In iTunes |
| 4 | VideoFirst Call Resolution and Solve Rate Analytics That Produce Measurable Results | Penny Reynolds of The Call Center School explains the complexities of First Call Resolution (FCR) and how FCR impacts customer satisfaction. | 3/15/10 | Free | View In iTunes |
| 5 | VideoCall Center Strategies for Increasing Profitability - Cost Center to Profit Center | The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues. | 10/27/09 | Free | View In iTunes |
| 6 | VideoImproving CSR Efficiency in the Utilities Contact Center | Consistent customer service with key metrics (call handle time and resolution) CAN be achieved with a legacy CIS. | 6/3/08 | Free | View In iTunes |
| 7 | VideoRaising the Stakes for Customer Service | Address key customer service issues with a new breed of unified customer service desktop solutions designed to improve agent productivity and the entire customer experience. | 4/1/08 | Free | View In iTunes |
| 8 | VideoAgents of Change - The Power of the Unified Desktop | Join Keith Dawson, senior analyst and contact center expert with Frost & Sullivan, and David Holmes, executive vice president of global marketing with Jacada, to learn how both agent and customer satisfaction start at the agent desktop. | 12/10/07 | Free | View In iTunes |
| 9 | VideoYankee Group Reveals Top Five Ways to Increase CSR Effectiveness | Sheryl Kingstone from Yankee Group's Customer-Centric Strategies team reviews current trends in improving the customer experience and the top five ways you can improve CSR effectiveness. | 6/12/07 | Free | View In iTunes |
| Total: 9 Episodes |
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