Latest posts

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

Opinion

12 July 2017 | By Suzette Bouzane Meadows

CX Strategy vs Contact Centre Strategy

Is IT leading, following or does it need to get out of the way?

Opinion

17 May 2017 | By Jason Oliver

The ultimate guide to citizen transactions in the modern era

What are the ingredients to successful digital first strategy?

Opinion

2 May 2017 | By Suzette Bouzane Meadows

Is big data fake news - Or is there a single source of truth?

What does truth really mean when it comes to business data? And can there ever be a single version of a single truth?

Opinion

28 March 2017 | By Cathy Phillips

If business data were currency, would cashflow keep you awake at night?

Poor business data is keeping business owners awake at night. See how you can unblock the silos which are damming your data flow.

Opinion

28 February 2017 | By Suzette Bouzane Meadows

The human touch – recent posts you might have missed

In case you missed them, here’s a rundown of recent KCOM posts covering the automated technologies that are reshaping the customer service s…

Opinion

21 February 2017 | By Suzette Bouzane Meadows

Zero touch resolution is dead - Long live zero touch resolution

Zero touch resolution and contact centre automation are vital to the future of multi-channel customer services.

Opinion

14 February 2017 | By

Contact Centre 3.0 - 5 innovative designs

Combining effective contact centre automation with skilled and engaged operators will help you respond faster to ever- changing customer dem…

Opinion

7 February 2017 | By Suzette Bouzane Meadows

Why contact centre morale is more important than ever

Contact centre automation and digitisation mean that staff are spending increasing amounts of their time fielding challenging enquiries. Pro…

Opinion

31 January 2017 | By Suzette Bouzane Meadows

Facing up to the future contact centre - Face and voice recognition

Contact centre automation offers huge efficiencies, and with intuitive technologies like face and voice recognition, your customers needn’t …

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