Latest posts

Opinion

16 August 2018 | By Chris Cox

Doing it differently – public cloud contact centres

Customer experience is increasingly becoming the decisive differentiator between companies. They live or die based on how responsive they a…

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

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

25 April 2017 | By Suzette Bouzane Meadows

From sales to contact centres - The value of data analytics across your business

Discover how business data analytics is transforming the workflows and processes of key company departments.

Opinion

4 April 2017 | By Cathy Phillips

How data analytics can help manage peaks and troughs in your contact centre

Greater visibility of what’s happening in near real time will help you make the right decisions to optimise contact centre performance

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