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

24 January 2017 | By Kouros Roshanzamir

5 challenges of DevOps: What role should developers play in IT Operations?

Not for the first time, a revolution is sweeping IT. Many developers are embracing hyper-converged cloud platforms and DevOps infrastructure…

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

3 January 2017 | By Darryl Beckford

Organisation 3.0 – A round-up of recent posts

Organisation 3.0 – A second chance to catch up on recent KCOM posts on the impact of digital transformation, what’s driving it and how it ca…

Opinion

27 December 2016 | By Darryl Beckford

Beyond the hierarchy - Organisation 3.0 demystified

Discover how embracing the principles behind holarchies can have a transformative effect on your call centre operations and increase success…

Opinion

20 December 2016 | By Darryl Beckford

Hollowing out the professions: Defining the future of work

Operational and support roles in IT are set to disappear in a world of cloud computing and machine learning, but this is one labour market t…

Opinion

13 December 2016 | By Stu Smith

APIs: Who owns the complexity?

Building new distributed systems is understandably complex. So who's responsible for success?

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