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Ember Services

Ember Services

Demystifying Speech Analytics and BI for contact centres

960 640 Stuart O'Brien

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 of speech analytics
  • Top 5 tips to get started (or how to re-energise an existing solution)
  • Pitfalls to look out for
  • How to measure success

We will also be discussing a number of real life examples of how you can use insights gained from your customer interactions to improve your customer service operation.

Limited spaces – book your seat today!

Presenter Information:

Lee Mostari | Consulting Director of Managed Analytics

Lee joins Ember having led consulting functions with NICE Systems and Insight Now. He also worked on the client side with EE (formerly T-Mobile), where he was based in the UK, and for the T-Mobile International Group, holding a number of customer insight roles. Prior to T-Mobile, Lee worked for 12 years within the Santander Group, where he delivered customer-orientated projects that significantly improved the customer experience.

 

About Ember Services Managed Analytics Team

The role of Lee’s team is to identify actionable insights from customer contact and customer feedback interactions, by implementing speech and text analytics and utilising their extensive operational knowledge and proven best practices determined from their analytical work. Learn more here

Limited spaces – book your seat today!

The event is in association with Cloud 9 Business Analytics.

 

Kura

Kura’s new report ‘The People Factor’ explores the nature of customer service

960 640 Stuart O'Brien

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.

Kura

ON-DEMAND WEBINAR: Kura’s 7 steps to success in customer service

960 640 Stuart O'Brien

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.

In a recent webinar, Kura’s Director of Commercial, Arceeb Moughal and Ember Service’s Director, Mike Havard, shared the outcome of this report.

Watch this On-Demand Webinar recording here, and you’ll learn the seven steps identified that all organisations need to adopt in order to prepare for the changing nature of work in customer service.

You’ll also learn about our own hard-earned experience of empowering advisors and creating a culture of shared independence.

Kura

WEBINAR: The People Factor – Register today!

960 640 Stuart O'Brien

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.

On the 8th June, Kura’s Director of Commercial, Arceeb Moughal will be joined by Ember Service’s Director, Mike Havard as they take a deep dive into the outcomes of this report.

To register your place at this webinar, please click here.

Problem-Solving

KURA WHITEPAPER: Understanding the future of work in customer service

960 640 Stuart O'Brien

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.

The paper does not make the case for an overnight transformation; instead, it presents the issues that organisations will need to address over the next decade in line with their business priorities.

Download this report here.

If you’d like to learn more about Kura’s tailored outsourcing services, please get in touch at marketing@wearekura.com.

Problem-Solving

The People Factor – Download the new report from Kura and Ember Services

960 640 Stuart O'Brien

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.

You can download it here.

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.

Click here to learn more.