Thought leadership
Combining effective contact centre automation with skilled and engaged operators will help you respond faster to ever- changing customer demands
Thought leadership
Contact centre automation and digitisation mean that staff are spending increasing amounts of their time fielding challenging enquiries. Providing them with the right support has never been more impor…
Thought leadership
By Adam Dunn
Not for the first time, a revolution is sweeping IT. Many developers are embracing hyper-converged cloud platforms and DevOps infrastructure, but what are the challenges?
Thought leadership
How can companies harness the benefits of contact centre automation to deliver an integrated and seamless service to the customer while getting the best from their human workforce?
Thought leadership
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 can transform your customer experience
Thought leadership
Discover how embracing the principles behind holarchies can have a transformative effect on your call centre operations and increase successful customer outcome rates
Thought leadership
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 trend that represents an opportunity as well as a challenge
Thought leadership
Contact centre teams around the world are working in more joined-up ways, thanks to the benefits of collaborative technologies.
Thought leadership
Millennials with the right skills are in great demand. But is there really a generational divide?
Thought leadership
Data security has long been a hot topic for professionals and consumers alike, with businesses such as Ashley Madison and VTech falling victim to high profile breaches last year alone which saw sensit…
Thought leadership
More and more businesses are breaking down traditional hierarchical structures in favour of ‘flat structures’. What benefits does this approach, native to the world of IT development, deliver?
Thought leadership
In today’s increasingly digital world, where technology underpins all aspects of the customer experience, the CIO has a critical role to play in enabling the transformation to Organisation 3.0