Culling Complexity (Think Like A Disruptor)
Promoting simplicity (or conversely, culling complexity) is a powerful, transformational strategy for all organisations. Asking the question…can it be done…
Are you a People Person? Consider a Career at Kura
If you haven’t ever stepped inside a Contact Centre then you might, like many others, have an idea in your…
Does Automation and AI Mean The End of People-Based Customer Service?
We are a business with very different thinking. We’re constantly thinking about people; the people inside our business helping customers…
What’s The Difference Between a Leader and a Laggard?
Leaders take action! Over the past few months, we’ve teamed up with ContactBabel and CCA Global to understand the challenges…
Nurturing Our Talent
I think we’ve all heard of new managers in the contact centre industry being “thrown in at the deep end”…
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…