Millennials and Next Gen are driving a message-focused future
By Nick Millward, Vice President Europe at mGage In recent years, smartphones have become the standard and with 95% of smartphones being used daily, coupled with the innovative capabilities and growing impact on our lives, it is a trend that businesses across all sectors need to pay attention to. In turn, Over-the-Top (OTT) applications, or […]
WHITEPAPER: Robots replace advisors – Fact or fiction?
80% of the cost in a contact centre is its unhappy agents. So if the burden can be reduced on them with AI, then you will also be able to reduce attrition costs, while boosting employee engagement and tenure. Unsure how to deploy chatbots and AI in the contact centre and of how they fit […]
WHITEPAPER: Why omni-channel without unified desktops remains multi-channel mayhem
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centres are trying, but failing, to modernise and deliver on the evolving expectations of today’s customers. For this paper, IFS-mplsystems have worked together with industry expert, Martin Hill-Wilson, to look at the barriers which […]
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 […]
KURA WHITEPAPER: Understanding the future of work 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 […]
