Latest posts

Opinion

28 February 2017 | By Darryl Beckford

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 Darryl Beckford

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 Darryl Beckford

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 Darryl Beckford

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 Darryl Beckford

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 …

Opinion

17 January 2017 | By Ruth Speakman

Case Study: We help the NHS's Special Health Authority transform customer experiences

Through hosted cloud-based solutions and voice recognition capabilities, KCOM has delivered £700,000 in savings for the business service win…

Opinion

10 January 2017 | By Darryl Beckford

The human touch - Simplifying the value of automation

How can companies harness the benefits of contact centre automation to deliver an integrated and seamless service to the customer while gett…

Opinion

13 December 2016 | By Darryl Beckford

The contact centre revolution will be collaborative!

Contact centre teams around the world are working in more joined-up ways, thanks to the benefits of collaborative technologies.

Opinion

17 November 2016 | By Kouros Roshanzamir

3 critical concepts when dealing with bots

In his latest blog, Kouros Roshanzamir explores the possibilities of chat bots.

News

15 August 2016 | By Ruby Pope

Digital-driven customer experience: 2016 report

KCOM produces customer experience report in association with the CCA

News

10 August 2016 | By Ruth Speakman

KCOM wins customer service contract with Bupa

Today, we're celebrating being selected to deliver new communications technology for Bupa UK’s four contact centres and multiple satellite s…

Opinion

1 June 2016 | By Ruby Pope

Social Media and Customer Satisfaction – Opportunity or Risk?

Social media is everywhere… and so are your customers. Find out how digital public services can make best use of channels and minimise risk

© KCOM Group PLC 2017