Articles by Jacada

About Jacada
Jacada enables organisations to deliver effortless customer self-service and agent-assisted interactions by implementing cutting-edge mobile, smart device, and web-based visual IVR solutions, as well as optimised agent desktops, and business process optimisation tools.
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5 Popular Call Centre Metrics
Call Centre KPIs & Metrics

5 Popular call centre metrics

July 4, 2017 Last Updated: June 18, 2021
Jacada

Call centres these days are swimming in data so how do you know what metrics to focus on? We’ve got 5 Popular Call Centre Metrics you can use to measure performance that have stood the test of time.

Why the phone channel is still so popular
How to Improve the CX

Is the phone channel still the most popular?

June 8, 2017 Last Updated: March 10, 2020
Jacada

Despite countless ways to now contact a business through social media, email, SMS and more we examine if phone is still the most popular channel for customers to use. You might be surprised by the answer.

How to Improve the CX

Tips for implementing a Voice of the Customer program

May 10, 2017 Last Updated: November 17, 2019
Jacada

We share some useful tips for implementing a Voice of the Customer program so you can capture (and act) on customer feedback for your business. Why? There is no more important person in your business than your customer and taking the time to ask and improve on feedback is guaranteed way to improve your business.