Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres… Continue reading Make Homer Simpson your friend in the cloud
Tag Archives: Puzzel
3 Critical issues facing contact centres today and how to overcome them, the latest blog from Puzzel
Thomas Rødseth reviews Puzzel’s three most popular 2017 contact centre white papers… Continue reading 3 Critical issues facing contact centres today and how to overcome them, the latest blog from Puzzel
Puzzel included in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe for the third consecutive year
Puzzel (formerly Intelecom’s contact centre entity) has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the third consecutive year.* Continue reading Puzzel included in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe for the third consecutive year
Facing up to the scary truth of customer security in contact centres, by Puzzel
Thomas Rodseth, VP of Product & Marketing at Puzzel says ignoring PCI DSS is like leaving the house without locking the front door or closing the windows but some contact centres are doing just that by paying lip service to security. It’s time to safeguard customer data by improving processes around people, storage and infrastructure. Continue reading Facing up to the scary truth of customer security in contact centres, by Puzzel
Puzzel ramps up outbound dialler functionality
Puzzel (formerly Intelecom’s contact centre entity) has announced new functionality in the latest release of its multi-channel cloud-based contact centre solution, designed to improve the customer experience. New outbound dialling and call rescheduling features enable agents to manage customer interactions and support real time communications more efficiently. Continue reading Puzzel ramps up outbound dialler functionality
Puzzel appoints new General Manager for Bulgaria and Director of Central and Eastern Europe, supporting growth plans
Puzzel has announced the appointment of Petr Bocek as General Manager of its Bulgarian office and Director, Business Development Central and Eastern Europe. Bocek’s appointment forms part of Puzzel’s expansion plans in the geographic region. Puzzel already has operations throughout the Nordic countries and the UK and is establishing a subsidiary in Finland, following its recent strategic agreement with If, the insurance company that operates across the Nordic and Baltic region, as well as to support local customers. Continue reading Puzzel appoints new General Manager for Bulgaria and Director of Central and Eastern Europe, supporting growth plans
Helping Contact Centres Become More Valued Assets
Colin Hay at Puzzel takes a look at how to realise the real potential in contact centres… Contact centres and those in them work hard. In fact they are obsessive about efficiency and reduced cost to serve. That’s the problem – too much attention on the wrong thing. Continue reading Helping Contact Centres Become More Valued Assets
5 Ways to reduce customer effort in contact centres and eliminate dumb contacts, from Puzzel
Colin Hay at Puzzel outlines 5 smarter ways of working to minimise customer effort starting with eliminating dumb contacts… Continue reading 5 Ways to reduce customer effort in contact centres and eliminate dumb contacts, from Puzzel
If establishes a completely cloud-based Nordic contact centre using a multi-channel solution from Puzzel
If, the largest insurance company in the Nordic and Baltic countries with 3.6 million customers, has chosen Puzzel (formerly Intelecom) to create Europe’s largest cloud-based contact centre with 3400 agents. Of If’s approximately 6,800 employees, half are customer service employees and form the hub of the insurance company. Now, If will implement a state-of-the-art cloud-based contact centre from Puzzel. Continue reading If establishes a completely cloud-based Nordic contact centre using a multi-channel solution from Puzzel
How to make web chat work for your contact centre
The Web Chat promise delivers in so many ways. It guarantees a seamless digital experience, offering near real-time communication in a highly personalised way. It may come as no surprise therefore that web chat is one of the most popular channels for customer interaction used by 39 percent of UK customer service organisations.[i] Continue reading How to make web chat work for your contact centre