Jacada to Host Webcast on Best Practices for Measuring First Call Resolution
04 March 2010 - 10:00PM
Business Wire
Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer
experience management and process optimization solutions for
customer service operations has announced that the company will
host a webcast on Tuesday, March 16, 2010 with Penny Reynolds from
The Call Center School. The session will explore the complexities
of measuring First Call Resolution in the contact center and offer
some pragmatic solutions for how to do it effectively.
“First Call Resolution is the contact center metric most closely
associated with customer satisfaction and quality, yet many of our
clients find it is one of the most difficult numbers to pinpoint
and measure effectively,” said Scott Norteman, director of product
management for Jacada.
Penny Reynolds, founding partner of The Call Center, will
discuss the complexities of First Call Resolution and how best to
measure it. She will also address how First Call Resolution and
Solve Rate trump traditional metrics such as Average Handle Time,
as well as best practices for identifying areas for process
improvement and ways to implement positive change.
Norteman continued: “We’re pleased to work with The Call Center
School and Penny Reynolds to help highlight First Call Resolution
best practices and demonstrate the dramatic impact it has on both
customer experience and the bottom line.”
Jacada will also share an exciting new approach and technology
for measuring First Call Resolution that enables companies to
record, in real-time, all of the contact events associated with a
customer interaction.
The webcast titled, “Finally! First Call Resolution and Solve
Rate Analytics That Produce Measureable Results,” will be held on
Tuesday, March 16, 2010, at 11:00 am eastern time. A question and
answer session will be held at the end of the webcast. The live
webcast will be hosted by Jacada and is complimentary to all
participants. For more information or to register, go to
http://www.jacada.com.
About Jacada
Jacada provides solutions that optimize and improve the
effectiveness of customer interactions. Jacada unified desktop and
process optimization solutions help companies reduce the cost of
their operations, drive customer satisfaction and provide a
complete return on investment in as little as 12 months after
deployment. Founded in 1990, Jacada operates globally with offices
in Atlanta, USA; Herzliya, Israel; London, England; Munich,
Germany; and Stockholm, Sweden. More information is available at
www.jacada.com, www.jacada.com/blog, www.jacada.com/facebook and
www.jacada.com/twitter.
This news release may contain forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. The words "may," "could," "would," "will," "believe,"
"anticipate," "estimate," "expect," "intend," "plan," and similar
expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future
performance and involve risks and uncertainties, many of which are
beyond the Company's ability to control. Actual results may differ
materially from those projected in the forward-looking statements
as a result of various factors including the performance and
continued acceptance of our products, general economic conditions
and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes
no obligation to update or revise any forward-looking statement for
events or circumstances after the date on which such statement is
made. Jacada is a trademark of Jacada Inc. All other brands or
product names are trademarks of their respective owners.
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