Blog

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  6 Best uses for chatbots in a contact centre

  February 1, 2019 • Blog • 581

  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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  5 Alternatives to ‘Your call is important to us’

  January 28, 2019 • Blog • 567

  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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  How to Improve Customer Satisfaction with Self-Service

  November 13, 2018 • Blog • 801

  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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  What is Digital Transformation?

  November 13, 2018 • Blog • 885

  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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  Should your Contact Centre join the Cloud?

  November 13, 2018 • Blog • 724

  In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient,...

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  Keep calm and de-scope! PCI DSS compliance for contact centres

  September 4, 2018 • Blog • 801

  Keeping your data secure without stifling innovation is possible with a little planning and technology.  Colin Hay at Puzzel met...

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  How intermediaries can own more of the customer relationship

  August 16, 2018 • Blog • 2530

  Geoff Land of Infinity CCS looks at how creating more touchpoints with customers can help intermediaries in the energy sector to...

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  Three ways to leverage Workforce Management and drive ROI

  July 11, 2018 • Blog • 939

  When properly utilized, few contact center software platforms can outperform Workforce Management in terms of ROI whilst...

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  The future of the contact centre – genuine omni-channel engagement

  July 10, 2018 • Blog • 765

  We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or annoyed by a brand,...

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  Delivering an exceptional customer experience through people, process and technology – a three point plan

  June 6, 2018 • Blog, News • 691

  As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service...