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Opinion

16 September 2019 | By Chris Cox

Changing face of Managed Services in a Cloud Contact Centre

The world of contact centres is starting to change. Traditional IT has seen a dramatic shift to the cloud over the last couple of years, but…

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

12 August 2019 | By Ian Sherring

Public cloud for public sector: making IT work for local authorities

Councils need to modernise their services so are trying to embrace new digital capabilities, but many don’t have the finance to invest in ne…

Opinion

7 August 2019 | By Richard Latham

Just do it: Cloud migration the lift, shift and refactor way

Say ‘cloud’ and by now anyone in the tech sector – and a good few people outside it – will be able to rattle off the benefits. Security, sca…

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…

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