New study highlights internal communications problems at contact centres

Contact centre outsourcer Kura and software specialist Inisoft have teamed up with CCA Global to understand the challenges the front-end advisors face in delivering a great service. A study of around 600 advisors paints an up-to-date picture of morale within the contact centre from a frontline perspective. Continue reading New study highlights internal communications problems at contact centres

Jacada Selected by Leading American Telecom to Provide Real-Time Robotic Process Automation, Agent Guidance, and Desktop Unification

Jacada announced that it has signed a material deal to provide enterprise customer service software solutions for one of the largest mobile telecommunications operators in America. Continue reading Jacada Selected by Leading American Telecom to Provide Real-Time Robotic Process Automation, Agent Guidance, and Desktop Unification

The First Step to Integrating AI in your Customer Experience

When adding artificial intelligence to your organisation, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. Continue reading The First Step to Integrating AI in your Customer Experience