Placing greater focus on quality interactions can aid customer service, it has been claimed.
Guy Tweedale, senior vice-president for Europe, the Middle East and African operation at Jacada, has compiled a list of the top five "no-brainer' technology investments for next year.
He said that unifying a desktop can allow firms to improve customer loyalty through boosting the quality of calls.
Mr Tweedale explained: "One bad interaction with a contact centre agent can destroy all the customer loyalty your company has worked hard - and spent much - to earn."
He added that a unified desktop can also improve agent satisfaction and deliver cost savings to call centres, stating the latter can be achieved through simplifying operations.
In other call centre news, the Belfast Health and Social Care Trust recently announced that it is to roll out a new emergency response management system which it says will transform the way it handles calls.
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