Demystifying Speech Analytics and BI for contact centres
Effective change in your contact centre has to be based on hard evidence. That evidence lies buried within telephone conversations, emails and social media interactions. Join Ember Services for lunch and learn about the key things you need to think about before implementing a speech analytics solution across multiple channels. During the session we will cover: The role […]
Kura’s new report ‘The People Factor’ explores the nature of customer service
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 […]
ON-DEMAND WEBINAR: Kura’s 7 steps to success in customer service
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 […]
WEBINAR: The People Factor – Register today!
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 […]
KURA WHITEPAPER: Understanding the future of work in customer service
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 […]
The People Factor – Download the new report from Kura and Ember Services
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 […]
