How do you Improve Customer Service? Ask the Advisor!
A Team Manager’s Perspective on the Industry I read recently a new report conducted by the CCA on behalf of…
Culture Eats Strategy for Breakfast – an Insight from Operations
At Kura, I’m responsible for looking after one of our key utility clients. This week, I was having a conversation…
Agents for Change – Leaders are you Listening?
Business news is often filled with details of an organisation’s strategy, its plans for the future, its objectives for financial…
Customer Service – An Agents Perspective
At the CCA Conference last week, I sat and listened to presentation after presentation describing how AI and Automation were…
New Guest Blog from Steve Morrell, ContactBabel
ContactBabel is the leading analyst firm for the contact centre industry. Kura and Inisoft recently commissioned ContactBabel to conduct research…
A Cultural (and Technological) Revolution in the Contact Centre
Together with ContactBabel, we recently conducted a survey of over 100 UK contact centre decision makers. Encouragingly, we found that…