Jacada Kicks Off CRM Expert Web Discussion Series

Yesterday, Jacada Ltd., a provider of CRM and other customer service solutions, began its inaugural series “Customer Service 2.0: Access the Experts,” an online customer service blogging and training seminar program on Jacada.com.

Evidently, slapping “2.0” onto the end of everything is trendy nowadays.

The CRM education program provides, free of charge, a forum of current IT issues and developments in customer service. “Access the Experts” features online resources such as expert blogs, webinars, and articles led by experienced professionals from call center operations, CRM solutions, social media, and other customer service fields.

Richard Stern, senior vice president of marketing and products at Jacada, hopes that through this project, businesses will be able to understand the cutting edge of CRM.

“’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,” he says. “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.”

As listed on their website, expert analysts for the educational series will include:

Penny Reynolds 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. She has spent over 20 years in the call center and telecommunications industry and is the author of several call center management books.

Bruce Temkin 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.

Esteban Kolsky 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 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.

Additionally, Jacada executives and consultants will toss in their two cents with company research and case studies.

The CRM discussions will continue on until the end of October. More information can be found at their website at www.jacada.com.

Tags: Jacada