Latest posts

Opinion

3 September 2019 | By Ajmal Mahmood

Preparing employees for the future of customer contact

In the fast-moving new age of communication, what role does the call agent have? With the steady decline of call interactions and the emerge…

Opinion

28 August 2019 | By Ajmal Mahmood

Omnichannel customer contact: the proof’s in the personalisation

Getting omnichannel right is a top priority. Customers have grown more demanding and they’ve never had more choice. If you can’t provide the…

Opinion

20 August 2019 | By Ajmal Mahmood

Artificial intelligence in the contact centre: believe the hype?

Is AI worth the hype? Many organisations leap before they look, eager to chase the latest trend, but AI is like any technology investment an…

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