Kura becomes ‘largest independent outsourcer in the UK’
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 […]
INFOGRAPHIC: How informed are leaders to make decisions that impact the contact centre?
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 […]
NEW REPORT: The Future Workforce – Leaders are you Listening?
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 […]
INDUSTRY SPOTLIGHT: A Team Manager’s Perspective – Their response on new advisor research
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 Agent’s Voice is Loud – Leaders are you listening?
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 […]
WHITE PAPER: Are you a Customer Service Leader or Laggard?
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 […]
INDUSTRY SPOTLIGHT: Introducing Syntelate XA from Inisoft
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 […]
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 […]
Check out the latest video from Inisoft
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 […]
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 […]
