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July 4, 2019 •
Blog •
286
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 •
173
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 •
731
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 •
762
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve...
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February 4, 2019 •
Blog •
804
The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an...
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February 1, 2019 •
Blog •
358
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact...
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January 28, 2019 •
Blog •
366
Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have all heard it, in between...
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November 13, 2018 •
Blog •
564
There is a good reason why self-service is popular with businesses; this is cost. Live agents are often the most costly...
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November 13, 2018 •
Blog •
582
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can...
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November 13, 2018 •
Blog •
507
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient,...
