Automation and guidance become essential dimension of WEM
Jacada was recently positioned in the 2020 Gartner Magic Quadrant for Workforce Engagement Management and believes that organizations today are faced with growing complexity in efficiently delivering a differentiated and consistent customer experience, especially considering the high rate of churn in their customer service workforce.
Download your copy today and then let's discuss how we believe Jacada can:
- Lower talk time by >20% with agent guidance and eliminating more than 50% of agent tasks
- Cut onboarding time for new agents by as much as 75%
- Reduce error rates by as much as 80%
- Increase NPS by 10 points while deploying automation.
"Technologies that help drive engagement through interaction assistance (such as next best action, unified desktop, and process guidance and automation) have become an essential dimension of WEM beyond traditional agent management functions.” *
Jim Davies, VP Analyst, Gartner and Jim Robinson, Sr Director Analyst