With the spotlight on digitalisation, it’s easy to forget that people are the lifeblood of contact centres. In the second of Puzzel’s ‘people, process and technology’ blog series, Colin Hay identifies three reasons humans are here to stay.

Any salesperson will tell you that it takes multiple touch points to book a sale. Depending on the industry and the type of product or service, it can take 7 to 20 touches before a prospect will buy from your company.

AI is Augmented, not Artificial Intelligence and blends the best of machines with the best of humans to make the perfect customer experience.

Measure KPIs That Drive Enhanced Customer Experience and Financial Benefits

As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical, says Colin Hay at Puzzel. In the first of his ‘people, process and technology’ blog series, he explains more.

As more consumers use digital channels to talk to friends and family, the more they expect to find top brands on all their favorite digital channels, such as chat, forums, and social messengers. Companies need to respond by meeting their customers on these channels, or else risk losing them to the competition.

Industry transformation insights. From call to contact centers and where to next.

Tips on how to create a Great Customer Service Department. From living your core values, How to "WOW the customer, and becoming best in class

As we get more into Artificial Intelligence, we’ve noticed a lot of the conversation around A.I. in Contact Centres is that of trepidation and suspicion.

According to Thomas Rodseth, VP of Product & Marketing at Puzzel, organisations that take data security seriously are halfway to being GDPR ready. They just need to take a closer look at their technology provider and ask the right questions.

You’ve made the decision to employ inbound call center outsourcing to save money, improve service or both. Inbound call center selection is not easy.

The success of Calabrio’s Center of Excellence for customer and employee engagement results in doubling of Canada-based headcount, drives move to larger and more centrally located office space

Built on Amazon Web Services (AWS) cloud infrastructure, eGain Solve for Amazon Connect powers connected, easy customer experience across all touch points. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), knowledge, and analytics - including virtual assistance through Amazon Alexa

Bright Pattern provides contact centers with features that make it easier for visually impaired adults to work as call center representatives. Our cloud platform is accessible anywhere there is an Internet connection, enabling many people to work from home.

We spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel success and talk through real-life cases from their contact centers.