The Evolution of the Contact Centre

How 2020 changed everything

Working in conjunction with the Contact Centre Management Association, Puzzel recently produced a two-part report that many in the industry are describing as the boldest vision yet for evolving the modern contact centre. Eleven industry leaders discuss their thoughts on how the changes we’ve already seen will influence the Contact Centre of the future.

What’s in the report?

  • Strategic direction
  • Operational resilience
  • Integrating into a broader customer experience

“The pride of place of our teams are behavioural skills, problem solving, empathy and getting stuff done. That’s the lifeblood of any organisation. I think [advisors] can fit into virtually any role subject to their natural preference.”

Jonathan Cowie, Vivid Homes

How can you turn challenge into opportunity?