SOURCE: Enkata

October 29, 2007 08:00 ET

Chase Sets New Standard for Customer Experience With Enkata's On-Demand Call Center Performance Management

Leading Credit Card Company Wins Ventana Research 2007 Performance Management Leadership Award

SAN MATEO, CA--(Marketwire - October 29, 2007) - Enkata, a leading provider of on-demand performance and talent management solutions, today congratulates its customer, Chase Card Services, the credit card division of JPMorgan Chase (NYSE: JPM), for winning the 2007 Performance Management Leadership Award from analyst firm Ventana Research. Implementation of the Enkata solution by Chase has allowed the financial services leader to raise the bar of customer experience and improve customer satisfaction.

"Chase is not satisfied with status quo or moderate improvement," said Deb Walden, executive vice president, Customer Care, Chase Card Services. "We are aggressively seeking ways to satisfy our customers. Chase is known for outstanding customer service and investment in Enkata has enabled us to address a critical, yet previously challenging determiner of world-class customer service -- resolving customer inquiries on the first attempt. We are delighted with the results we are seeing in reduced callbacks, customer satisfaction and employee morale."

With millions of customers placing more than 80 million calls a year, Chase set a goal to deliver more effective customer service and to improve its First Call Resolution. Using Enkata, Chase now has an automated measure of First Call Resolution and is systematically identifying process, policy and employee coaching opportunities to improve the customer experience. Since installing Enkata, Chase has seen a significant improvement in its First Call Resolution, translating into millions of dollars in savings and more satisfied customers.

"Chase has been able to break through the clutter and inefficiencies that are plaguing today's customer service organizations. This has created a more collaborative and effective environment in its call centers," said Dave Stamm, president and CEO, Enkata. "Enkata has enabled Chase to create a continuous process for improving the performance of its customer-facing employees that helps it to increase customer satisfaction and cut costs. With millions in anticipated savings, and tremendous improvements it has implemented to its call center's performance, Chase exemplifies the kind of success Enkata delivers to its customers. We congratulate Chase for refusing to settle for industry norms and executing on its vision to provide the highest level of customer experience and services to its millions of customers."

About Enkata

Based in San Mateo, Calif., Enkata is a leading provider of on-demand performance and talent management solutions for customer operations. Enkata is the only solution that combines best-in-class analytics and workflow to guide managers to the next best actions to improve performance. Enkata's solution enables large service organizations to increase their profitability and boost the productivity of their employees. Today, leading Global 2000 companies rely on Enkata to better manage their operations. For more information, visit or call (650) 227-6500.

About JPMorgan Chase & Co.

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $1.5 trillion and operations in more than 50 countries. The company has more than 154 million credit cards issued. Under the Chase and JPMorgan brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients. Information about the firm is available at

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