As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth at Puzzel outlines 5 ways to achieve all-round efficiencies in customer service… Continue reading Mastering the art of cost-saving in customer service
Category Archives: Guest Post
AI to the rescue: first aid for busy contact centres in local government
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. Continue reading AI to the rescue: first aid for busy contact centres in local government
Jumpstarting the Hyperautomation Journey with Intelligent Automation
Gartner calls ‘hyperautomation’ the most important of the top 10 strategic technology trends for 2020. Is it worth the hype? The short answer is, “Yes.” Continue reading Jumpstarting the Hyperautomation Journey with Intelligent Automation
3 ways to embrace the evolving world of remote work
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Continue reading 3 ways to embrace the evolving world of remote work
5 reasons to implement integrated email ticketing in contact centres
Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries… Continue reading 5 reasons to implement integrated email ticketing in contact centres
Next-level CX: the power of digital-first communication
Today’s digital world offers consumers more methods of communication than ever before. Driven by millennials and generation Z, the likes of text, messaging apps and other forms of social media are reshaping the way people maintain interpersonal relationships and communicate with their friends and family around the world. Continue reading Next-level CX: the power of digital-first communication
Artificial Intelligence: 3 benefits for the insurance industry
As the insurance sector competes to win market share, Henry Jinman at EBI.AI discusses three ways companies can benefit from the power of Artificial Intelligence… Continue reading Artificial Intelligence: 3 benefits for the insurance industry
Remote onboarding – 5 Steps to Success
Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for success… Continue reading Remote onboarding – 5 Steps to Success
PCI DSS: the forgotten superhero
14th July 2020: As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments… Continue reading PCI DSS: the forgotten superhero
How AI can help deliver an improved Customer Experience in your Contact Centre
Some of the most innovative AI tools such as chatbots can revolutionise your contact centre, but where do you start? Stay focused, educate agents and make technology the strategic enabler. Thomas Rødseth at Puzzel shares his 3-point plan for kickstarting your own AI revolution… Continue reading How AI can help deliver an improved Customer Experience in your Contact Centre
How To Manage A Gradual Return To The Office With Workforce Planning
Guest Post by Scott Budding, Workforce & Process Optimisation Manager at Business Systems UK Ltd… Continue reading How To Manage A Gradual Return To The Office With Workforce Planning
Placing Data Security at the Heart of Homeworking
At the core of any strong work-at-home offering is the ability to delivery seamless interactions in a manner that’s compliant with data protection norms. While no one is disputing that this is a tough task, consumers expect and deserve nothing less. Continue reading Placing Data Security at the Heart of Homeworking
Five reasons contact centres are moving to the cloud right now (or should if they aren’t already)
By Martin Taylor, Deputy CEO at Content Guru… Continue reading Five reasons contact centres are moving to the cloud right now (or should if they aren’t already)
Artificial Intelligence: first aid for companies in challenging times
When unexpected events occur and customer demand increases what can companies do to smooth out the resulting peaks and troughs? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example. Continue reading Artificial Intelligence: first aid for companies in challenging times
Remote Working – 5 Steps to success with integrated Workforce Management
The COVID-19 pandemic has required many business leaders to reconsider how to make a success of remote working. With increased pressure from customers and unpredictable call volumes, managing and motivating key contact centre workers are especially challenging. Børge Astrup, CEO of Puzzel discusses how integrated Workforce Management (WFM) can help. Continue reading Remote Working – 5 Steps to success with integrated Workforce Management