Latest posts

Opinion

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.

Opinion

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.

News

15 August 2016 | By Ruby Pope

Digital-driven customer experience: 2016 report

KCOM produces customer experience report in association with the CCA

News

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…

Opinion

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

Opinion

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…

Opinion

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

Opinion

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.

Opinion

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 …

© KCOM Group PLC 2017