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Infographic

INFOGRAPHIC: Behaviour change is broken

 960 640 Stuart O'Brien
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Change programmes don’t work. Even studies from those like McKinsey, who are in the change business, show 70% of change programmes fail to return any real benefit.

The reasons for this are known – front line workers feel ‘done to’ & passively resist any change, & first line managers don’t model the desired behaviours, & it all goes downhill from there.

There is another way – by working with your Influencers as an engine for change magic can happen. The real challenges are (a) identifying your Influencers with data, & (b) getting them onside. And that’s what we do at Tao.

Kura

INFOGRAPHIC: How informed are leaders to make decisions that impact the contact centre?

 960 640 Stuart O'Brien
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How different is the view of the contact centre leader from the front-end advisor? You can find out in the new summary infographic from Kura and Inisoft.

Over the past few months, Kura and Inisoft have kept you informed of their research series with ContactBabel and CCA Global.

This research series looked at the challenges facing the industry and what the key drivers for change were. ContactBabel surveyed over 100 industry decision makers, and CCA Global put their questions directly to over 600 front-end advisors.

Key highlights from this research series revealed:

  • 34% of advisors believed morale in their contact centre was poor or very poor, and 52% deemed it simply as okay. However, this is not the view of the leaders as 85% believed it to be good or very good.

You can download your summary highlights here, and if you would like to keep up to date with the research series or have any questions, please get in touch at marketing@wearekura.com.

Industry Spotlight: New original research produced by Kura and the CCA…

 800 450 Jack Wynn
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Service executives are challenged on a daily basis with improving their customer service offerings. Through new, original research, Kura and the CCA asked the critical questions to understand where businesses are positioned today and their ambitions for the future.  
 
Our infographic displays some of the key highlights from this research. Interestingly, one in five respondents believe that their customer service advisors do not receive the correct level of training to sufficiently service customers during complex interactions. Moreover, 75% state multi-channel capabilities are an essential requirement for their organisation to succeed in the future.

Download our infographic and check out these highlights here