Kura recently teamed up with Ember Services to produce a new report The People Factor report, which explores the future nature of work in customer service.

With an ever-growing proportion of transactions now being conducted using automation, digital channels and customer self-service, it’s no surprise that most businesses and analysts expect the shift to automation in customer service to increase over the next few years.

This report explores what this shift will mean for the customer service advisors and what role they will play in the future.

Following on from this report, Arceeb Moughal, the Director of Commercial at Kura shares his views on the findings.

Download this opinion piece here and you’ll learn why we believe the role of the future advisor will switch to that of a controller: taking charge of customers issue’s and owning it through to resolution. Why we welcome the increase in automation and A.I. and why we’re building a very different business in our industry.

If you’d like to learn more, get in touch at marketing@wearekura.com.