Latest posts


13 December 2016 | By Darryl Beckford

The contact centre revolution will be collaborative!

Contact centre teams around the world are working in more joined-up ways, thanks to the benefits of collaborative technologies.


17 November 2016 | By Kouros Roshanzamir

3 critical concepts when dealing with bots

In his latest blog, Kouros Roshanzamir explores the possibilities of chat bots.


15 August 2016 | By Ruby Pope

Digital-driven customer experience: 2016 report

KCOM produces customer experience report in association with the CCA


10 August 2016 | By Ruth Speakman

KCOM wins customer service contract with Bupa

Today, we're celebrating being selected to deliver new communications technology for Bupa UK’s four contact centres and multiple satellite s…


1 June 2016 | By Ruby Pope

Social Media and Customer Satisfaction – Opportunity or Risk?

Social media is everywhere… and so are your customers. Find out how digital public services can make best use of channels and minimise risk


11 May 2016 | By Ruby Pope

Improving Customer Satisfaction – The 5 Key Enablers

Too often improving customer satisfaction means treating symptoms rather than causes. Get to the root of great customer satisfaction with th…


13 April 2016 | By Ruby Pope

Delivering a customer experience culture through digital transformation

How digital-first organisations can optimise both internal operations and the customer experience


6 April 2016 | By Paul Dewar

Striking the Balance Between Customer Self-Service and Customer Support

Live channels remain critical to delivering customer satisfaction, despite the increasing popularity of customer self-service channels.


Customer satisfaction in an 'always on' multichannel world

Increasingly, customers expect to be able to contact your business via a variety of channels. It’s becoming essential to develop a means of …

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