Jacada Brings Together Industry Best For First Ever Discussion Series
August 10 2010 - 6:00AM
Business Wire
Jacada Ltd. (NASDAQ: JCDA) 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 on August
10, 2010 and run through the end of October 2010. For more
information, visit www.jacada.com.
About Jacada
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.
This news release may contain forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. The words "may," "could," "would," "will," "believe,"
"anticipate," "estimate," "expect," "intend," "plan," and similar
expressions or variations thereof are intended to identify
forward-looking statements. Investors are cautioned that any such
forward-looking statements are not guarantees of the future
performance and involve risks and uncertainties, many of which are
beyond the Company's ability to control. Actual results may differ
materially from those projected in the forward-looking statements
as a result of various factors including the performance and
continued acceptance of our products, general economic conditions
and other Risk Factors specifically identified in our reports filed
with the Securities and Exchange Commission. The Company undertakes
no obligation to update or revise any forward-looking statement for
events or circumstances after the date on which such statement is
made. Jacada is a trademark of Jacada Inc. All other brands or
product names are trademarks of their respective owners.
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