One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience. But, when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s important to thoughtfully consider the customer’s journey, in its entirety, and design the transitions with that full experience in mind. Continue reading How to balance people and bots in your retail service experience
Monthly Archives: July 2018
From Glasgow to Durban – KURA (CS) continues expansion
Glasgow based, contact centre specialist Kura (CS) Limited and Trident Investments announce their joint venture based in Durban, South Africa. The business currently services clients in both the UK and Australia and will be called “Kura South Africa”. It employs around 100 people and has aspirations to grow substantially in the years ahead. The JV will invest significantly in both people and technology. Continue reading From Glasgow to Durban – KURA (CS) continues expansion
Diabolocom helps PhotoBox enhance its customer experience
PhotoBox, the European market leader for customisable photo products, boasts 30 million customers across 12 countries. Due to the personalised and emotive nature of the product, the company sees dramatic increases in website traffic during seasonable peaks including Easter, Christmas, Valentine’s Day, Mother’s and Father’s Day and other holidays. Continue reading Diabolocom helps PhotoBox enhance its customer experience
Capita secures contract extension with npower
Capita announces it has extended its existing contract to provide customer management services to npower until the end of 2021, in a deal worth over £40 million over three years. Continue reading Capita secures contract extension with npower
DMA advice: GDPR – a training guide for contact centre agents
The GDPR / UK Data Protection Act is now in force, and this regulatory upheaval changes the way customers engage with brands. Continue reading DMA advice: GDPR – a training guide for contact centre agents
Optimising the workforce is about being open to the power of cloud technology, says Aspect Software
As organisations face an increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are optimised to the specific needs of the business and the people within it, and if these tools embrace the flexibility that modern business demands. This is according to Aspect Software. Continue reading Optimising the workforce is about being open to the power of cloud technology, says Aspect Software