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December 17, 2019 •
Blog •
551
As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like...
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December 12, 2019 •
Blog •
616
Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done?...
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November 27, 2019 •
Blog •
584
In the world of the multichannel contact centre, in order to ensure consistent, personalised customer service it’s important...
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November 20, 2019 •
Blog •
317
Providing consistent customer service, delivering on the growing desire for self-service, and ensuring your contact centre can...
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November 13, 2019 •
Blog •
217
You Can’t Manage What You Can’t Measure Email has been a means of communication between consumers and businesses for over 20...
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November 6, 2019 •
Blog •
310
What Does Customer Experience Look Like Today? With so many competing brands, products, and services available these days,...
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July 4, 2019 •
Blog •
1145
AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to...
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July 4, 2019 •
Blog •
806
As statistics reveal that digital channels are not much cheaper than traditional voice calls, Colin Hay at Puzzel goes in search...
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February 11, 2019 •
Blog •
1885
We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and...
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February 8, 2019 •
Blog •
1085
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve...
