Convergys, a global leader in customer management, has announced that it has achieved an important milestone with more than one-third of its workforce utilizing Robotic Process Automation (RPA), reducing customer handle times up to 45 percent and transaction error rates up to 98 percent. RPA uses software “robots” to perform tasks within existing applications, such as data entry or cut and paste of data across systems, to quickly respond to commonly asked questions, freeing representatives to focus on resolving customer issues more efficiently. Continue reading Convergys Accelerates Deployment of Robotic Process Automation (RPA) to More Than One-Third of its Workforce to Streamline Performance and Simplify Customer Interactions →

Glasgow based, contact centre specialist Kura is celebrating a string of successes over the past twelve months. Multiple contract wins and the opening of new sites across the UK have paved the way for further growth in 2018. Continue reading Glasgow based Kura poised for growth following significant wins →

Capita announces that it has extended its 11-year customer service contract with Volkswagen Group UK by a further two years. Continue reading Volkswagen Group UK extends its customer service contract with Capita →