Study reveals significant increase in call center performance and simplification of agent work
Online PR News – 19-May-2015 – Atlanta, Georgia – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, today released a on the implementation of Jacada Agent Scripting into Priceline.com’s customer service case management system. Priceline.com is a leading online provider of discount rates for travel-related purchases.
Priceline.com, was looking to improve its call center productivity, agent performance, and the customer experience by providing agents with customer-specific content and guidance. Jacada Agent Scripting was the solution selected for its ability to meet and exceed the above business objectives. Jacada Agent Scripting enabled the tight and non-intrusive integration of call scripts into the existing case management system and the delivery of customer specific content to agents in each and every call.
The case study describes the areas that Priceline.com was looking to improve, the solution that Jacada Agent Scripting presented, and the benefits resulting from the deployment including:
· Simplifying the agent experience
· An intuitive authoring environment
· Integrated and agile performance monitoring
· Measureable results
One of the results described in the case study reveals how over 500 hours were saved per month by automatically emailing and faxing, eliminating approximately 15,000 emails or faxes which were previously sent manually. Also discussed is a significantly reduced Average Handle Time and improved First Call Resolution, driving customer experience, reducing costs, and increasing retention rates while ultimately enhancing revenue.
For more information, please visit: http://www.jacada.com/