Rapid change in the contact industry may seem overwhelming but a great place to start 2020 is with people, partners and technology. That’s the message from Thomas Rødseth as we welcome in a new decade… Continue reading Puzzel’s Top 3 Predictions for Contact Centres in 2020 →

According to research from Salesforce, 80% of customers say that the experience a company provides is as important as its products and services. It is now more vital than ever for contact centres to be able to cope with high levels of demand, because customers are demanding better experience from every service. Contact centres need to be reachable anytime, anywhere and by any means.

Continue reading Stay ahead of the game with high volume contact handling →

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus, discusses how call centres can navigate the options to ensure both PCI DSS compliance and the best possible customer experience… Continue reading New customer payment options take the headache out of PCI DSS compliance for Contact Centres →

Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out … Continue reading Saving Christmas from the Contact Centre of Doom →

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru… Continue reading The insider’s guide to WFM →

Process expert Will Davenport explains why firms need to achieve automation excellence with back office processes… Continue reading How Robotic Process Automation Can Help Create Real Value →