FOR CONTACT CENTRE OPERATION LEADERS

You know your stats. Do you know the standard?

The board wants AI now. Your agents are stretched. Customers want answers before they even pick up the phone. You're the one holding the floor together — and, like most operations leaders, guessing where you actually stand. But you don't have to. Benchmark against your peers, follow the research that matters, and learn from the floors getting it right.

 

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Trusted by customer experience leaders in the UK: 

 

Stats worth pausing on

Numbers that change the conversation

The data your agents generate every day is worth more than you think. Here's what 30 million conversations revealed about what's hiding in your contact centre — and what becomes possible when you start acting on that data.

30%
of new-hire conversations hit a knowledge gap

Puzzel's Conversational Intelligence

15%
lift in customer satisfaction from empathetic phrasing
Puzzel's Conversational Intelligence
62%
rise in customer sentiment at JFM after working with call data
Customer case: JFM 
Get your numbers straight

How effective is your team?

When agents work smarter, everything improves: response times, first contact resolution, customer satisfaction. Find out what that looks like in real numbers for your operation.

2_image for op leaders
Your calculator results show the potential. This reports helps you reaching it.

Every conversation holds the insight to improve the next one.

Every conversation your agents have tells you something — about where they're losing time, where the right word at the right moment changes how a customer feels, and where small, deliberate changes add up to real productivity gains. This report brings together insights from millions of real customer conversations: practical, measurable, and ready to act on this week.

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The conversations moving the field

What your peers are debating

The questions European operations leaders are wrestling with right now: on LinkedIn, at roundtables, and on the main stage. Each one separates the teams pulling ahead from the ones standing still. 

Omnichannel
The AI reality check
Everyone's deploying AI. Few can prove it worked
Your board wants AI live yesterday. Your agents are nervous — and they're not wrong. The teams getting it right aren't the fastest to switch it on; they're the ones tracking whether it actually resolved the query. 65% of CX leaders say AI matters most for cutting burnout, not headcount. Measure it that way.
Source: Gartner, Puzzel's State of Contact Centre 2026
Magnifying glass
Analytics
CSAT tells you how it felt, not whether you fixed it
A strong CSAT score won't tell you if the customer got their problem solved without chasing you three times. That's why 68% of CX leaders expect conversational analytics to be critical. If you can't see resolution as it happens, you can't manage it.
Sources: Gartner, Puzzel's State of Contact Centres 2026
Agent
Proactive service
A badly timed alert isn't proactive. It's noise.
Gartner found two-thirds of customers still contact you after receiving a proactive message. The alert didn't prevent the call; it caused it. Getting proactive service right isn't about more messages — it's about having the data to know what to say, to whom, and when.
Source: Gartner
link broken
The platform question
Sort the stack before you chase the AI
Every disconnected tool is another data silo — and scattered data is exactly why AI disappoints. Only 3% of contact centres run on a single platform, yet 94% of CX leaders say consolidation is now essential. Clean, joined-up data is what makes the clever stuff actually work.
Source: Puzzel's State of Contact Centres 2026
Why Puzzel

Built for the long term.
Deployed without disruption.

25 years of contact centre expertise. European cloud. Modular by design. AI-native from the ground up.

Globe
25 years in the contact centre space
Born in Norway. Deep domain expertise across UK and European markets.
Smile
550+ enterprise customers across Europe
Trusted by organisations in financial services, public sector, housing, retail, insurance, and beyond.
Built on Trust
European cloud. GDPR-native.
Your data stays in Europe. UK data sovereignty, regulatory compliance, and full audit trails — built in.
Brain
AI-native, not AI-added
AI is embedded in the platform — not an add-on. Designed to support your agents and deliver better outcomes for your customers.

Say goodbye to CX chaos. Say hello to clarity

Last updated 7 July 2026

Would you like to streamline your customer service and offer a better experience? Then you’ve come to the right place.

Do you want to streamline your customer service and offer a better experience? Then you’ve come to the right place.

Book a demo with one of our experts and discover how Puzzel brings clarity to customer service — by supporting staff, connecting conversations and improving results without making things more complicated.

  • Up to 278% ROI thanks to smarter, people-centric customer service
  • 400 hours of administrative time saved per month thanks to AI-powered automation
  • 86% faster response times to customer enquiries
  • Over 25 years’ experience in delivering reliable, personalised customer service
  • Easy to implement into existing systems
Contact Centre-1

The best solution for our customer service out there!

"Lifeplus has transformed its contact centre strategy, achieving an impressive 94.8% CSAT score through the utilisation of Puzzel’s CX Platform.”.

lifeplus - Pam Bowell
Pam Bowell
Director Customer Care
Built for teams like yours
 Request a personalised demo .

Trusted by the experts who know most about
the customer experience.

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Reports tell you what happened. Peers tell you what's next.

Your peers understand your problems better than any analyst will. The CX club is where that knowledge moves – at roundtables, at VIP webinars, and at events built around the challenges you're already (a bit too) familiar with. When you join our club, you don't sit and listen. Instead, you shape what comes next, share what's working, and walk into your next board meeting as a strategic voice – not a cost line.

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