FOR IMMEDIATE RELEASE
Desktop Applications Affect Call Center Profitability
PALM HARBOR, FL — November 16, 2004 — In a blind market research study to identify pain points among large call centers, efficiency, customer satisfaction, and increasing call center profits are among the goals that are severely impacted by the complexity and multiplicity of computing systems found in many call centers. The study, conducted by Winn Technology Group, Inc. on behalf of Jacada, Inc., was administered to 200 multi–national corporate call centers.
One of the key findings of this research program was that contact centers run their operations with a significant number of applications on the agent's desktop. More than 50% of call centers require that an agent access an average of three to five applications to service a customer and 33% of call centers require agents to master more than six applications. And survey respondents indicated that the complexity of the desktop significantly affects overall agent performance, training time and costs, and, ultimately, customer satisfaction.
The study also identified specific industry variations in the complex contact center environments. For example:
- Retail contact centers have the largest percentage of customer service representatives who are required to key in redundant data (54%).
- Banking, insurance, and technology industries have the most complex call centers — none operate with fewer than three applications.
- Insurance, technology, and supply chain sectors are as much as three times more likely than other industries to increase outsourcing of call center operations.
About Jacada, Inc.
Jacada, Inc. is a leader in non–intrusive software solutions that provide businesses with the ability to rapidly adapt their core business systems to the way they conduct business. Jacada's premier product is "Fusion", a solution that 'fuses' business applications to deliver a simplified desktop for call center and customer service sectors. For more information, visit www.jacada.com.
About Winn Technology Group, Inc.
Winn Technology Group, Inc. is privately held marketing solutions company headquartered in Palm Harbor, Florida. Winn focuses exclusively on the Information Technology marketplace and has earned the respect of major technology corporations who continually subscribe to our B2B marketing services including database development and validation, competitive intelligence and customer satisfaction surveys, lead generation, and appointment setting. Our clients include palmOne, PeopleSoft, Gartner, Trend Micro, Best Software, Apple, Cisco Systems, and Good Technology. Winn has established a long–term core business mission — promoting technology products and services across all business verticals. For more information, visit www.winntech.net.
Contact Information
Jude Woodward
Marketing Manager
Winn Technology Group, Inc.
727–789–0006 x411
800–444–5622 x411
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