"Access the Experts" gives participants unique access to customer service thought leaders
ATLANTA, GA – August, 10, 2010 – Jacada, Inc. a leading provider of customer experience management and process optimization solutions for customer service operations proudly presents "Customer Service 2.0: Access the Experts," a unique online blogging and customer education program beginning August 10, 2010, exclusively on Jacada.com.
"Access the Experts" will provide informative online conversations regarding issues that are critical to the customer service industry today. This unique program is free of charge and will feature educational blogs, webinars and whitepapers from call center operations, CRM, customer experience and social media experts.
"Jacada believes that understanding the drivers of change in customer service will be critical to ongoing business growth and commercial success for our customers. "Access The Experts" is an opportunity to move beyond the hype and bring some of the most respected experts in the industry together for a thoughtful discussion," said Richard Stern, senior vice president of marketing and products. "By leveraging our website, blog, Twitter feed and a series of online webinars, we're opening up a dialogue that will be educational and thought-provoking for our customers and the industry-at-large."
The series contributors will include:
Esteban Kolsky - Esteban is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on customer experience, CRM and feedback management. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. At Gartner, he focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he wrote on the social networking topics that led to today's revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments.
Brent Leary – Brent Leary is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm covering tools and strategies for improving business relationships. Recognized by InsideCRM as one of the 25 most influential industry leaders, Leary also is a past recipient of CRM Magazine's Most Influential Leader Award. He serves on the national board of the CRM Association, and on the advisory board of the University of Toronto's newly created CRM Center of Excellence. He's been quoted in several national business publications, including the Wall Street Journal, Newsweek and Entrepreneur magazine. He writes the Social CRM column for Inc.com's technology site, and serves as Blogger-in-Residence for TheSocialCustomer.com.
Penny Reynolds – Penny is the Founding Partner of The Call Center School, a Nashville, Tennessee-based consulting and education firm, where she develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Penny is the author of five call center management books including Power Phrasing, Power of One, Call Center Staffing: The Complete Guide to Workforce Management, Call Center Supervision: The Practical Guide for Managing Frontline Performance, and Business School Essentials for Call Center Leaders.
Bruce Temkin - Bruce is the Managing Partner of the Temkin Group, a customer experience research and consulting firm helping large organizations improve business results by changing how they deal with customers. During his 12 years with Forrester Research, Bruce led the company's B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. He is the author of the popular Customer Experience Matters blog, a noted speaker and a frequent advisor to Fortune 500 firms.
In addition, Jacada executives and subject matter experts will participate and present additional research and case studies to round out the program with current market learnings for our global customer base.
Jacada's "Access the Experts" fall series will begin in August, 10 2010 and run through the end of October 2010. For more information, visit www.jacada.com.
Jacada is a leading global provider of customer experience management and interaction optimization solutions. By bridging disconnected systems and processes, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in London; Munich; Stockholm; Atlanta, Georgia; and Herzliya, Israel. Jacada can be reached at www.jacada.com.
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