CX Classroom

Optimise your contact centre operations with our expert help

Get professional advice on how to design and refine your contact centre workflows to deliver exceptional customer service


Our CX experts can work with your team to help you evaluate your contact centre performance, optimise your systems, build seamless customer journeys, and generate valuable insights from your data. 

Our CX Classroom Workshops:

  • Health Check: We’ll evaluate your contact centre solution and help you optimise your system configurations and call flows to meet your business needs.
  • Insights Masterclass: We’ll teach you how to get the most out of your Data Analytics, Puzzel Admin Statistics, and customer satisfaction surveys.
  • WFM Reviews: Choose from three WFM workshops focused on improving your workforce management solution set-up, processes, and performance.
  • CX Transformation: Realise the full capabilities of your contact centre and get hands-on help creating exceptional customer journeys.

CX Classroom Workshops  - in more detail

Health check

Start 2022 with confidence knowing your contact centre solution is fully optimised to meet your business goals. Our Puzzel experts will carry out a full check and clean of your contact centre solution and review your system configurations and call flows to ensure they’re aligned with what you want to achieve.

This four-hour workshop includes:

  • Full examination of your CCaaS solution
  • Optimisation of call handling, including skills, service level agreements (SLAs), SLA Overflow and VIP score
  • Optimisation of call flows
  • Migration to Puzzel’s Call Flow Tool for customers still on CCT

Insights masterclass

Knowledge is power in the contact centre. So in this workshop, we’ll teach you how to extract the most value and meaningful insights from your data. We’ll help you to set up dashboards, create reports, and conduct satisfaction surveys to get an accurate picture of your performance. You’ll then learn how to analyse your data and identify trends so you can make operational decisions quickly and with confidence.

This four-hour workshop includes:

  • Optimisation of Data Analytics & Puzzel Admin Statistics
  • Run through of raw data
  • Satisfaction surveys

WFM audit

We offer three different WFM workshops for contact centre leaders and resource planners:

  • WFM Structural Review: We’ll review the set-up of your WFM solution to ensure it aligns with both your contact centre solution and actual working practices.
  • WFM Procedural Review: We’ll examine your current forecasting and scheduling processes to help you find efficiencies and improve both employee and customer engagement.
  • WFM Performance Audit: We’ll conduct a deep analysis of your WFM data and actual performance data to evaluate the accuracy of your forecasts and schedules. We’ll review your utilisation and make recommendations on where you could upskill agents to balance workloads more efficiently.

CX transformation

Our CX experts will work with your team to design exceptional experiences for your customers. We’ll review your customer journey/s and back-office processes to identify where you could automate, innovate, or add empathy to improve customer satisfaction and cut down costs.

This four-hour workshop includes:

  • Customer journey mapping
  • Evaluation of customer service channels
  • Enablement of live chat and/or chatbot
  • Use cases for Puzzel Ticketing
  • Use cases for SMS, Social Media, WhatsApp and Trustpilot

Proudly recognised for our standards and vision

frostsullivan logo

Leading CCaaS innovator in Europe

Learn more about our CX Classroom Workshops 

Speak to us today