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TMCNet:  Jacada and Forrester to Provide Strategies to Leverage the Mobile Channel and Enhance Customer Experience

[November 07, 2012]

Jacada and Forrester to Provide Strategies to Leverage the Mobile Channel and Enhance Customer Experience

Atlanta, GA, Nov 07, 2012 ( via COMTEX) -- Jacada Inc., a leading global provider of customer service solutions designed to improve the customer experience, will host a free webinar on Thursday, November 15 at 12 p.m. EST. Kate Leggett, principal analyst for Forrester Research and Steve Herlocher, senior vice president of marketing for Jacada will host the webinar titled, "Embracing the Mobile Channel to Deliver Exceptional Customer Service." The webinar will discuss the importance of a multichannel customer service strategy as well as explore the unprecedented opportunities that mobile customer service offers enterprises. To register for this webinar, click here.

Participants will learn how enterprises can leverage the mobile customer channel to create a cohesive and seamless customer experience that supports other customer communication channels. Additionally, the possible challenges of adopting the mobile customer service channel will be discussed and the speakers will explore ways to incorporate mobile customer service into an overall service strategy to guard against a fractured customer experience.

"Enterprises need a strategy for keeping up with the demands of customers who expect self-service options, real-time responses, mobile capabilities, and social interactions," said Kate Leggett. "This webinar will help identify steps that enterprises can take to effectively respond to customers without compromising on service levels." In this webinar, attendees will learn: The importance of delivering a good customer experience Why delivering a good customer experience presents a challenging opportunity How to embrace the mobile channel and create a seamless customer experience How to embrace additional channels without fragmenting the customer experience "Today's customers 'channel surf' now more than ever. It is common for a customer to make initial contact with a business in one customer service channel and transition to at least one other before they ultimately resolve their issue," said Steve Herlocher. "Mobile device adoption has shown us that, to succeed, enterprises must change its view of traditional customer service channels as being separate to a view of a single channel that has different points of entry." About Jacada Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting-edge mobile customer service solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile or at the retail store. Jacada projects often deploy in less than six months, and our customers can often realize a complete return on investment within 12 months of deployment.

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