PRESS RELEASE: 91% of consumers say good digital customer service from insurers makes them more loyal – yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook. In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder that just 15% of consumers are happier with the insurance customer experience compared to 5 years ago. Continue reading UK insurance customer service worsening, with 68% of queries left unanswered on digital channels →

PRESS RELEASE: The Cloud revolution is picking up pace in the contact centre industry, driven by legacy system limitations, changing customer behaviours and more flexible business models. These are the findings of a new report: The State of Customer Experience 2017, which confirms that 39% of UK contact centres have already migrated to the Cloud and 57% are planning or actively considering a move within the next three years. Continue reading Contact centres rush to the Cloud to overcome legacy system limitations →

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 →