Latest posts

Opinion

11 September 2019 | By Ajmal Mahmood

Personalising customer contact: a customer in need

When deployed carelessly, automation can erect a barrier between a company and its customers and deliver a diminished or unfair experience t…

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…

Opinion

6 August 2019 | By Ajmal Mahmood

How AI-driven contact can revolutionise your customer relationships

When we hear “AI”, we know we’re supposed to see it as the answer to any and all business problems, whatever the industry. However, there ar…

Opinion

19 March 2018 | By Suzette Bouzane Meadows

Was your contact centre open for business?

Unprecedented cold temperatures and nationwide snow disruption have put customer service strategies to the test across the UK in recent week…

Opinion

8 December 2017 | By Andy Cory

Much more than just security — the future of identity and access management

The IoT – redefining identity and access management

Events

25 October 2017 | By

Customer Engagement Summit 2017

Come and join the CX service design debate with KCOM at the Customer Engagement Summit 2017 on 13th November

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