It’s generally agreed that the role of people in a contact centre will increasingly become one of problem-solving; dealing with more complex enquiries and transactions.
But while the overall pattern is accepted, the implications of it for organisations and customer service advisors have not been widely explored.
With this in mind, Kura commissioned Ember Services to produce “The People Factor”, a new report to understand the future nature of work in customer service.
Download a copy of the report summary, and you’ll get a glimpse of the current perception versus reality, the changing nature of customer contact and the future role of the advisor.
The full report will be available in the coming weeks, if you would like to receive a copy of this, please register your interest here.
Attending the Call Centre and Customer Services Summit this month? Why not pop by the Inisoft/Kura stand and meet the team?
Inisoft is a dynamic and forward thinking software provider, specialising in contact centre technology. Our solutions offer the full Omni-Channel experience, allowing your customers to engage on their channel of choice. We’re owned by Kura, a leading contact centre outsourcer with four locations across the UK; therefore, our technology is designed by real people, with real issues in mind. Kura is in business because we want to help people to develop and reach their full potential. Our vision is, to one day, be recognised as “Unrivalled in Developing People”.
Meet our team while at this event and learn why together, Inisoft and Kura have the complete solution for today’s ever increasing complex world of customer contact.