PRESS RELEASE: Long held stereotypes around call centre workers are deterring skilled workers and putting one of the UK’s largest industries, and opportunities for talent development and career enhancement, at risk. A new report, commissioned by outsourced contact centre specialists Kura in partnership with Ember Services, sets out to understand what the contact centre adviser of the future will be expected to do, the benefits to be gained by both organisation and workforce, and the steps required to get there. Continue reading It’s time to rethink the contact centre: Ember report highlights chasm between perception and reality within contact centre industry →

PRESS RELEASE: Consumers are falling prey to the growing risk of phone fraud. A new study warns that criminals can use information found on social media profiles to answer weak security questions, posed by banks, to gain access to accounts. This highlights the security flaws that exist within contact centres, and the need to improve security on the phone channel, a channel that has long been neglected. Continue reading Consumers on social media falling prey to the growing risk of phone fraud →

PRESS RELEASE: Following the well documented crisis in the banking sector at the end of the first decade of the 21st century, trust in the traditional retail banks fell to an all-time low. During this period many consumers had few options other than to use an institution they did not trust to look after some of their most important assets. Almost a decade on and a recent survey by customer experience expert Webhelp, indicates that little has changed, with people still choosing to conduct financial transactions with retail banks they don’t trust. Continue reading Trust and Customer Experience are Where the Battles for Customers are Being Fought in Retail Banking →

PRESS RELEASE: According to a new report, “Success in The Experience Era: Connecting Customer and C-suite,” UK and US business executives rank customer experience above sales and revenue as the key focus in 2017. A full 100% of the C-suite survey respondents are prioritizing the customer, in contrast to just 58% who cited sales and revenue as their primary concern. Continue reading C-suite Executives Rank Customer Experience Above Sales and Marketing as Top Priority →

PRESS RELEASE: The third annual research survey into the use and management of customer data from Royal Mail Data Services, the specialist data business of Royal Mail Group, reveals that 58 per cent of UK businesses are concerned that their own customer data may not comply with the new EU General Data Protection Regulation (GDPR). Continue reading Nearly 60% of UK businesses are concerned that their own customer data may not comply with GDPR →