Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

Inisoft

Kura

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

 960 640 Stuart O'Brien
By:
0

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.

NEW REPORT: The Future Workforce – Leaders are you Listening?

 1024 535 Stuart O'Brien
By:
0

Towards the end of last year, Kura and Inisoft teamed up with CCA Global to understand the motivations, challenges and perceived future of the contact centre industry from the advisors perspective.

The CCA surveyed over 580 front-end advisors to get an accurate view of the contact centre across all sectors.  We’re pleased to say a copy of this report is now available to download!

Key highlights from this report include:

  • Advisors have a desire to do a good job – 63% stated the best thing about their role was helping customers.
  • Worryingly, 34% of advisors didn’t feel valued as an employee.
  • 41% of Senior Management or members of the Board spent little or no time on the contact centre floor.

Download your copy by clicking here.

If you’d like to keep up-to-date with this research series, you can register your interest here.

Or if you’d like to learn more about Kura and Inisoft, and how we can help your organisation, please get in touch at marketing@wearekura.com.

 

Kura

INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research

 960 640 Stuart O'Brien
By:
0

Kura has just released the latest blog from one of its Team Managers, describing the role of the advisor and what they believe organisations need to do to improve the role for the advisor and in effect, how this will improve customer experience.

This blog is in response to the latest CCA research sponsored by Kura and Inisoft.

The study put questions directly to over 580 front-end advisors to understand their passions, challenges and constraints within their role – it made for fascinating reading.

To check out this blog, please click here, or for further information on this study, please click here.

 

Inisoft

The Agent’s Voice is Loud – Leaders are you listening?

 960 640 Stuart O'Brien
By:
0

Kura and Inisoft recently teamed up with ContactBabel and CCA Global to understand the challenges in the contact centre from a leader and an advisor’s perspective.

CCA Global surveyed over 600 front-end employees and the results showed:

• 86% of agents believe they have the correct skills to do their job well, and 56% believe their job makes good use of their skills and abilities.

However, the research also revealed that:

• Only, 53% of team leaders feel they receive regular training and development to support them as team leader and 34% of agents don’t feel valued as employees.

Click here to download your complimentary copy of this summary report now, and to register your interest in the full research series.

Inisoft

INDUSTRY SPOTLIGHT: Introducing Syntelate XA, Inisoft’s new Omni-Channel Customer Engagement Suite

 960 640 Stuart O'Brien
By:
0

Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet.

So what is Syntelate XA and what does this mean for you?

Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s simple yet powerful.

Simple: Inisoft believes agents should spend their time doing what humans do best: connecting with your customers. That’s why with Syntelate XA, your agents can handle inbound calls, outbound calls, emails, web chats, SMS messages, and social media interactions – all from the same simple interface.

Powerful: Using Inisoft’s simple design tools, you can configure Syntelate XA to exactly meet your needs. What’s more, with its Voice of the Customer, Voice of the Agent, and dashboard solutions, you can monitor the effectiveness of your contact centre in real time.

Check out the demo video here!

For more information visit www.inisoft.com or contact info@inisoft.com.

Inisoft

Introducing Syntelate XA, Inisoft’s new omni-channel customer engagement suite

 960 640 Stuart O'Brien
By:
0

Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet.

So what is Syntelate XA and what does this mean for you?

Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s simple yet powerful.

Simple: Inisoft believes agents should spend their time doing what humans do best: connecting with your customers. That’s why with Syntelate XA, your agents can handle inbound calls, outbound calls, emails, web chats, SMS messages, and social media interactions – all from the same simple interface.

Powerful: Using simple design tools, you can configure Syntelate XA to exactly meet your needs. What’s more, with Inisoft’s Voice of the Customer, Voice of the Agent, and dashboard solutions, you can monitor the effectiveness of your contact centre in real time.

Check out the demo video here!

For more information visit www.inisoft.com or contact info@inisoft.com.

Inisoft

WHITE PAPER: Are you a Customer Service Leader or Laggard?

 960 640 Stuart O'Brien
By:
0

Part 1: A leader’s perspective on the industry

Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective.

Part one of this research series with ContactBabel takes a deep-dive into what the leaders of today perceive to be the key challenges, and how they plan to overcome them.  Over 100 UK contact centre decision-makers participated in this research, in summer 2017. Job titles included contact centre directors and managers, CX directors and other senior customer contact decision-makers.

Key findings in this white paper have revealed:

  • 71% of contact centre leaders’ believe their advisors enjoy “good” or “very good” morale.
  • The number one factor leaders’ believe will boost advisor morale is a higher salary – interestingly though, they do not believe this will improve their performance.
  • The top criteria leaders’ are taking to support their front-line advisors is an investment in new technology.

Download your complimentary copy of this report here – http://bit.ly/2xyTULM.

Inisoft

INDUSTRY SPOTLIGHT: Introducing Syntelate XA from Inisoft

 960 640 Stuart O'Brien
By:
0

Introducing Inisoft’s brand new Omni-Channel Customer Engagement Suite, Syntelate XA.

Syntelate XA stands for Xpert Agent, as the new products are designed for your agents, with help from Inisoft’s.

The firm says it has spent years listening to its customers and agent feedback to produce its best and most powerful call centre solutions yet. The exact tools that your agents need to help your customers have arrived.

Inisoft has a whole host of products that you can choose from, such as Scripting, Reporting, Unified Agent Desktop and lots more.

Plus, if you only need part of their solution, that’s ok too as each of its products are available as part of a package or stand-alone.

Click here to learn more by watching Inisoft’s video, or visit www.inisoft.com.

Inisoft

Check out the latest video from Inisoft

 960 640 Stuart O'Brien
By:
0

In today’s digital age customers have high standards and limited patience.

The world is their marketplace and they have many options for purchasing products and obtaining services. At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contract your organisation?

In this short video Oonagh McBride, the Head of Inisoft, and Arceeb Moughal, Director of Commercial for Kura, discuss this topic and the implications it has for organisations that don’t get their customer service strategy right.

Watch the video here!

 

ON-DEMAND WEBINAR: Reduce Customer Effort to Increase Positive Outcomes

 800 450 Stuart O'Brien
By:
0

In today’s digital age your customers have high standards and limited patience. The world is their marketplace and customers have many options for purchasing products and obtaining services.

At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contact your organisation?  What if your client was vulnerable and needed immediate answers? And what are the implications to the company and the client if your service strategy doesn’t meet their expectations?

In a recent webinar, we explored this topic with our client Turn2us, a national charity.

Watch this On Demand recording and you’ll learn why Turn2us adopted an Omni-Channel strategy to best serve their customers, why they selected Inisoft’s contact centre technology, Syntelate Connect, and the key results they’ve achieved since adopting this approach, e.g. 97% of people now receive the help they’re looking for, and 96% of users would recommend them.

Click here to view the webinar.

  • 1
  • 2