Contact Centre Insight

Knowing the contact centres industry inside out means that we can ensure we are providing one of the best outsourced call centres in the UK. Have a read to see our partners' and other communications leaders' thoughts on the current trends to gain more insight into the contact centre world.

Human vs Machine

Mon Sep 05, 2011

Has the time come to switch off the IVR and start speaking directly to customers?

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For any channel, it’s all about control of the ‘remote’

Wed Jun 01, 2011

How effective is it for business to use their own 'remote' call centre staff?

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Answering the call for Public Sector modernisation

Wed Jun 01, 2011

The outsourcing of the contact centre function presents clear benefits to both the public sector and to the general public.

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Why it’s time for customer services to ‘come home’

Wed Jun 01, 2011

Outsourcing the call centre operation to offshore destinations has cost businesses in terms of customer experience...

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