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Jacada recently published insights revealing increased stress among contact center employees and its adverse impact on customer experiences. Using social media analysis, Jacada noted a 77% rise in online community memberships and a 75% increase in conversations since January 2020. The findings highlighted critical operational issues, suggesting that companies should engage with their employees' feedback to improve work conditions, leading to enhanced customer service. A webinar discussing these insights is scheduled for July, featuring experts who will explore these concerns in detail.
Jacada has announced a partnership with CallMiner to enhance real-time agent assistance in contact centers. This collaboration integrates CallMiner’s Eureka platform with Jacada's low-code automation solutions, allowing organizations to automate repetitive tasks and provide guided support during customer interactions. Key benefits include a 75% reduction in onboarding time, a 90% decrease in error rates, and over 20% lower agent attrition. This partnership aims to improve operational efficiency and the overall customer experience across enterprises.
