Don’t Neglect the Humans in your Contact Centre!
With the spotlight on digitalisation, it’s easy to forget that people are the lifeblood of contact centres. In the second…
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 easier by automating processes…
‘So Are Digital Channels Really Any Cheaper?’ asks Puzzel
Are digital channels really any cheaper? – Colin Hay at Puzzel goes in search of the truth and shares 5…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today, they are helping to…
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 precious time on administration…
Why Kaizen and Contact Centres are Perfect Partners
Why Kaizen™ and contact centres are perfect partners – Five ways to eliminate waste and re-energise your contact centre Colin…
Overcoming Barriers to Five-Star Customer Service
Many contact centres are held back by poor image, a reactive mindset and disjointed technology. Colin Hay outlines 5 strategies…
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 make a difference and…
What Role will Chatbots Play in Contact Centres in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to…
Digital Channels – Improving Social Customer Service
Colin Hay explores the rise of social media in contact centres. He discusses 7 ways cloud technology can help to…
Digital Channels – 7 Chat and Co-Browsing Tips
Making light work of digital channels – 7 chat and co-browsing tips In the first blog of this new series,…
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 customer experience Colin Hay…
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 here he shares 3…
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 vital part of communication.…
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 crowd? Colin Hay at…
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 Hay at Puzzel met…
Why have humans who sound like robots?
Emotional intelligence is a vital element to understanding customer needs, Colin Hay VP Sales at Puzzel, explains how contact centres…
Delivering Exceptional CX Through People, Process & Tech
Delivering an exceptional customer experience through people, process and technology – a three point plan As new technologies and changing…
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 focus on customer interactions…