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Kura

Kura

Kura becomes ‘largest independent outsourcer in the UK’

 960 640 Stuart O'Brien
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Kura has announced the acquisition of Parseq Limited’s contact centre division and Stellar UK Limited and in doing so says it has become the UK’s largest independent Outsourcer, employing around 3,000 people and with sales of £75m.

These deals follow quickly on the heels of the announcement of a Joint Venture with Trident Investments based in Durban, South Africa, which currently services clients in both the UK and Australia and will be called Kura South Africa. It employs around 100 people and will invest significantly in both people and technology.

In terms of the Parseq and Stellar deals, Kura has acquired 3 additional contact centres in Sunderland, Hellaby & Glasgow and now operates from a total of 7 locations across the UK – which together with its offshore location and in combination with its software business Inisoft will provide services and solutions to over 50 clients across many industry verticals.

Brian Bannatyne, Kura CEO, commented “We are delighted to welcome all of the people in the Parseq & Stellar businesses to Kura. We are working hard to deliver our Vision of being Unrivalled in Developing People and our new employees will have a big part to play in this.

“There will be many positive changes across the business in the months and years ahead to bring this Vision to life. With these acquisitions we have significantly increased our scale and capability whilst still retaining the close relationships, flexibility and innovation that our clients need. We will now be focused on integrating everyone into the Kura culture.”

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.

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

 1024 535 Stuart O'Brien
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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
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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
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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

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

 960 640 Stuart O'Brien
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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
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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.

Kura

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

 960 640 Stuart O'Brien
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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.

Inisoft

Check out the latest video from Inisoft

 960 640 Stuart O'Brien
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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!

 

Kura

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

 960 640 Stuart O'Brien
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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.

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