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Zakaria AbuKafyeh
Contact Center Director
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Rajrupa Raghavan
Project/Product Owner-Manager

Welsh Contact Centre Forum - Blog

New Welsh Contact Centre Forum Membership Packages Announced

New Associate Membership Packages


1 year Membership

2 x people to 4 x quarterly forum meetings a year

1 x stand at 1 x quarterly forum meeting

4 x marketing emails within year of membership

Website presence

Marketing of any events/news/offers/training on the website

Tweets around your events/new/offers that are on the website

1 x business advert on Buzzwales for one year of membership (change as and when required)

Total = £2750.00+vat 

Sign up for 2 years £5000.00+vat



1 year Membership

2 x people to 4 quarterly forum meetings a year

2 marketing emails within year of membership

Website presence

Marketing of events/news/offers/training on the website

Tweets around your events/offers/training that are on the website

1 x add on Buzzwales for 1 year of membership

Total = £1500+vat



1 year Membership

2 x people to 2 quarterly forum meetings a year

1 x introductory marketing email

Website presence

Marketing of events/news/offers/training on the website

Tweets around the events/news/offers/training on the website

Total = £750+vat


Bronze for charities and single consultants only

1 year Membership

1 x person to 2 quarterly forum meetings a year/1 x person at 4 forum meetings a year 

Website presence

Marketing of events/news/offers/training on the website

Tweets around the events/news/offers/training on the website

Total = 299+vat for 2 x forum meetings per year

Total = £399+vat for 4 x forum meetings per year 


For further details please contact or call 029 2070 9800


Publish Date: April 17, 2018




Publish Date: March 20, 2018

How to reduce costs in the contact centre

Every organisation wants happy customers and healthy profits to increase their competitive advantage and drive future business growth. Today’s corporate mantra is “do more with less” and it’s no different in contact centres where every contact centre leader dreams of achieving more either with the same number of people or less - and today it’s possible.

The trick is to take a long, hard look at every process and the types of customer contact received to establish where immediate savings can be made and then evaluate the effectiveness of the technology underpinning the contact centre.  Fortunately, the latest cloud-based solutions provide flexibility and scalability while giving opportunities to reduce costs at every turn.   

Seven reasons to go cloud:

Here are seven reasons to move to the cloud if you haven’t already done so.  And for those who have, here’s a solid business case for expanding your existing implementation:


1. Pay-as-you-go business model – a common misconception about cloud-based contact centres is that costs will spiral out of control.  The reverse is actually true.

The beauty of using a cloud solution is that you only pay for the services you use and the number of live agents at any one time.  No up-front capital expenditure or annual maintenance payments, regardless of usage, makes it perfect for contact centres with a seasonal business that has peaks and troughs in demand and a fluctuating workforce.

2. Flexibility and scalability – cloud solutions make flexible working models such as home working a cost-effective option.  Companies that employ remote agents typically report reduced operational costs because they can increase their staff without impacting on expensive physical space and on-premise technology.   And with cloud-based technology calls can be directed to home workers regardless of their location or device.

3. The power of integration – cloud technology allows easy customisation.  Users can develop their own bespoke applications without resorting to expensive external consultancy staff.  Integration in the cloud also allows easier integration with other critical solutions such as corporate CRM, ERM and other databases.  This means that customer records are always available and agents are presented with the right information when they need it – without having to switch between applications.  This level of integration empowers agents and empowered agents lead to reduced attrition and recruitment costs. 

4. Workforce Management – cloud solutions linked to a Workforce Management (WFM) system enable managers to quickly allocate the right employees, with the right skill sets at the right time, in order to meet service level agreements in the most efficient and cost effective way possible.  At the same time, the risk of overstaffing is reduced and overtime is minimised.

5. Self-Service - customers can complete simple self-service transactions such as bank balance look-ups or utility meter readings, providing them with access to services 24x7 without extra staffing or operational costs.  

With agent self-service staff can highlight their work preferences, resulting in lower administrative costs and increased agent morale.

6. Automated Payments – customers can pay for products and services at a time and in a way to suit them without agent intervention, confident that their personal details and card information are protected at all times.  The deployment of a cloud-based solution is one way of increasing security levels that aid organisational compliance with the best-practice procedures and requirements set out by the Payment Card Industry Data Security Standard (PCI DSS)[i]. 

7. Web Chat and Omni-Channel – as well as responding to growing consumer demand, the deployment of Web Chat in cloud-based contact centres is proven to yield tangible business benefits[ii].  At the third of the cost of a typical phone call, Web Chat can tangibly reduce operating costs and increases productivity by allowing multiple sessions to be handled at one time.  Likewise as customers choose new alternative communication channels such as social media and messaging apps they still expect the same level of service.  The cloud allows organisations to adopt an omni-channel approach to customer service by utilising skill-based routing regardless of channel keeping down costs while maintaining service. 

Today’s cloud contact centre solutions offer superior automation, advanced self-service and intelligent routing capabilities that boost productivity whilst reducing the need for additional headcount,  always an attractive business proposition.  It really does pay to move to the cloud and invest in the latest contact centre technology.  One reason or all seven, they all lead to a healthy bottom line. 

Thomas Rødseth is VP of Marketing and Product at Puzzel

Click here for a full copy of the white paper “Seven reasons why it pays to invest in cloud-based technology in contact centres”.


Publish Date: November 14, 2017

Deadline for Entries: 2018 Welsh Contact Centre Awards



Publish Date: November 2, 2017

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.  Added functionality allows easier importing of customer details from CRM and other systems, via a new API, providing improved management of customer contacts and call outcomes.

Christian Thorsrud, Product Manager at Puzzel explained: “Companies today are investing in the latest contact centre solutions to manage customer interaction across all communications channels, both inbound and outbound. We have introduced the latest enhancements to Puzzel to help agents deliver the best customer experience, making sure that they have the most up to date customer details and preferences before they make or take that all-important call. Successful companies are those that can offer a truly omni-channel experience and effectively manage the customer journey.  By ensuring that each customer interaction from any channel is made, answered, recorded and acted upon efficiently organisations can provide the seamless levels of service that customers expect.”

The key features of the latest version of Puzzel include:

Additional outbound dialler functionality to schedule calls

If customers do not have time to take or finish a call, agents can arrange a future outgoing call at an agreed time with the new dialler functionality. Customers can also request callbacks online, specifying both a day and time for the call.  At the scheduled time, the same agent is called as soon as they are available, and on answering, the destination number is called. No calls slip through the cracks because should the agent not answer, the call is passed to a colleague.  This rescheduling functionality is also available outside of the dialler, within the main contact centre application. 

New API for easy integration of data

The new release incorporates an updated application programming interface (API) providing more flexibility and enabling data to be easily imported from CRM solutions, databases and campaign management systems. In addition, administrators now have the ability to add, delete or edit customer contact details on imported lists. This means that external lists do not have to be de-duplicated prior to import – saving time and ensuring that the latest customer data is always used.

Enhanced reporting

Administrators can easily generate historical statistics from the system, collating data from an agent’s user group for each particular day, rather than the agent’s current user group. This helps to ensure continuity of follow up calls, improving the overall customer experience.

The latest release is now available, for more information on Puzzel, its complete solutions portfolio and the latest release visit


Publish Date: October 25, 2017

Firstsource Solutions wins gold at the UK Customer Experience Awards

Firstsource Solutions, the UK’s customer experience expert, has won gold in the Large Contact Centre category for its Cardiff centre at this year’s UK Customer Experience Awards. Firstsource’s Kath Chivers, Vice President – Sales Operations, also won the CX Professional of the Year category at the awards on Friday.

Now in their eighth year, the UK Customer Experience Awards celebrate and showcase the best in customer experience across a variety of sectors. Attendants from as many as 200 different companies joined the ceremony at Wembley Stadium in London, on the 28th September.

The wins celebrate Firstsource’s work in Cardiff to deliver top quality customer experiences, and Kath’s drive and commitment to the business. This is the third year in a row that Firstsource has been recognised at the awards, following last year’s win in the Technology and Telecoms category for their work with NOW TV.

Commenting on the awards, Rajesh Subramaniam, MD and CEO at Firstsource Solutions, said: “The two award wins are fantastic news and testament to the dedication of our superb team. We work as a strategic and collaborative partner with our clients, so we’re delighted that this has been recognised at this year’s UK Customer Experience Awards. Well done also to Kath and all of the team in Cardiff.”


Publish Date: October 12, 2017

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