With the spotlight on digitalisation, it’s easy to forget that people are the lifeblood of contact…
Tag: Colin Hay
5 Point Plan for Super-Connected CX Experience
5 Point Plan for Super-Connected CX – Digitalisation is a double-edged sword. While it makes life…
‘So Are Digital Channels Really Any Cheaper?’ asks Puzzel
Are digital channels really any cheaper? – Colin Hay at Puzzel goes in search of the…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today,…
Does On-Screen Clutter Hinder Good Customer Service?
Is on-screen clutter getting in the way of good customer service? Contact centres are still wasting…
Why Kaizen and Contact Centres are Perfect Partners
Why Kaizen™ and contact centres are perfect partners – Five ways to eliminate waste and re-energise…
Overcoming Barriers to Five-Star Customer Service
Many contact centres are held back by poor image, a reactive mindset and disjointed technology. Colin…
Are you getting the most from Contact Centre Tech?
Are you getting the most from your Contact Centre technology? asks Puzzel Five ways training can…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud…
Digital Channels – 7 Chat and Co-Browsing Tips
Making light work of digital channels – 7 chat and co-browsing tips In the first blog…
Good Customer Service Starts & Ends with People
Well-trained human agents blended with AI innovation and flexible cloud-based technology combine to create the perfect…
What Contact Centre Agents Want What they Really Want
According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and…
Make Homer Simpson your friend in the Cloud Contact Centre
Make Homer Simpson your friend in the cloud – Understanding how people make decisions is a…
Up, Up and Away: Eight Become One in the Cloud!
The move to cloud is happening but what makes a contact centre stand out from the…
Keep Calm & De-Scope! PCI DSS Compliance for Contact Centres
Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As…
The Art of Reducing Call Volumes in the Contact Centre
The Art of Reducing Call Volumes in the Contact Centre – Colin Hay at Puzzel believes…