Blog

Who’s who: Rob Clough, RevOps Manager

Proactive customer service – Why you can’t afford not to

Products in focus: Context that matters with the Consumer Knowledgebase

Ten quick questions with Ruby: Puzzel’s AI Smart Chatbot

2022: Year in review

Why you need a bigger budget for customer service in 2023

How a connected vision will support your transformation goals: The Unexpected joy of working closely with IT

The hybrid work paradox: 6 reasons to integrate your contact centre into Microsoft Teams

Six tips to keep your agents happy and motivated through uncertainty

How to put your customer first, second, third and fourth

Five tips for getting started with chatbots

Who’s who: Wendy Wood, Project Manager

The Business Case for UX Design

Achieving work-life balance in the hybrid contact centre

Achieving PCI DSS compliance with Puzzel and PCI Pal in the era of v4.0

Spring Product Release: Get to know Smart Chatbot and Performance Management

How to launch a chatbot your customers can trust

Five tips for grabbing customer attention, increasing online conversion and improving digital engagement

How to grow revenue and get rapid ROI with Digital Engagement

Big brands miss out on major sales by ignoring customers online

Riis Bilglass: ‘We want to be the customer's problem solver’

Puzzel blows wind into the sails of DFDS’ customer handling

Atea unifies its international IT service desks with Puzzel

Create easy, simple customer experiences with SMS

What is proactive chat and why is it so important?

Improve your IVR experience with Puzzel Voice Bot

Six benefits of Real-time Voice Interaction Analytics

Q1 Product Release: Introducing Dashboard & Real-time Reporting

An Open Letter to Travel Leaders

Sergel future-proofs its business with the Puzzel Customer Service Platform

What is UX Design?

Five technology trends that will shape customer service in 2022

Solve Covid staff shortages with Digital Engagement

Danish councils support residents with digital hotline powered by Puzzel

Puzzel's Top 5 Articles of 2021

2021: A year of change and growth

Q4 Product Release: Introducing Digital Engagement, Voice Bot and more

Top tips for staffing your contact centre this Christmas

Improve your one-to-ones with these three coaching models

JYSK Netherlands streamlines customer service and increases agility with Puzzel 

The four Ps of preparing for seasonal demand 

The power of hybrid experiences

What is a Ticketing system?

Newstel delivers round-the-clock happiness with cloud contact centre solution

What is Quality Assurance (QA)?

Powering the evolution of the contact centre with Vergic

Q3 Product Release: New tools for post-pandemic customer service

Customer story: How magazine giant Aller media turned crisis into success

What is Workforce Management (WFM)?

Customer story: OPEN cuts response times by 85 per cent with new contact centre

CustomerTalk: Norwegian CCaaS provider Puzzel expands into Netherlands market

Customer Behaviour: What’s changed since the pandemic?

Five stats that demonstrate the importance of Agent Experience (AX)

Customer Story: GC Business Finance finds secure solution for home-based agents

What’s new in fraud for financial services

Hybrid Working: The opportunities and obstacles for contact centres

Three ways Workforce Management (WFM) can reduce agent attrition

New horizons for resource planning

Improve your Agent Experience to transform your contact centre

How to create the Agent Experience your customer experience needs

Insurance provider If tackles Covid-19 demand with cloud-based customer service

Why poor AX is holding back your contact centre CX

How conversational AI is changing customer service

Agent Experience: What it is and why it's key to creating happier customers

Reopen for business: How retailers can support customers in a post-pandemic world

Seven tips for designing a highly effective virtual agent

Puzzel a trusted partner of digame for Eurovision Song Contest voting

Video: The new channel for smarter customer experiences

Why do contact centres deserve greater strategic consideration?

Why your contact centre is more important than ever

Who’s Who: Emma Skygebjerg, Director of WFM

How will homeworking impact your culture and brand?

How leading brands are innovating for customer service success

Emotive CX: Four questions to help you build a more effective strategy 

The changing role of the contact centre advisor

Why agile contact centres deliver better results

Sentiment Analysis: Why you should pay closer attention to customer happiness

Get Connected 2021: Highlights from Puzzel’s customer service conference

Five ways to combat customer churn with Speech Analytics

A message to our customers from CEO Frederic Laziou

Three things we’ve learned from planning a global virtual conference

Five ways to look after your mental health while working from home

Total Experience: The technology trend set to shake up customer service in 2021

Ombudsman Services uses Puzzel's cloud-based contact centre solution to support rapid business growth and homeworking

Choosing the right customer service channels for your contact centre

Who's Who: Scott Maryan, Learning & Development Manager

TieTa goes omnichannel to improve agent and customer experience 

How Puzzel packages can help you engage, delight and inspire your agents and customers

How can you improve your omnichannel customer service?

Newlon Housing Trust Customer Story: Building a contact centre where agents can thrive 

Is your contact centre ready for Black Friday?

TieTa Customer Story: Delivering first-class service during COVID-19

7 steps to digitally transform your contact centre

The companies counting the cost of poor customer service

Introducing our new and improved Help Centre!

How to upskill agents and boost their confidence with our Puzzel Academy

Workforce Management: Why it pays to keep things simple

Four ways instant messaging can improve your internal communications

Seen and Heard at the Forum Events Contact Centre Summit

Six ways contact centre agents can stay engaged whilst working remotely

Three reasons why universities should deploy cloud contact centre solutions

Affinity Water Customer Story: Customer Experience on tap

Mastering the art of cost-saving in customer service

5 reasons to implement integrated email ticketing in contact centres

Simply Business overcomes adherence challenges with WFM

Why every organisation needs a complete omnichannel contact centre solution

Remote onboarding – 5 steps to success

Are you living the three C's?

Using Artificial Intelligence (AI) to help deliver an improved Customer Experience in your Contact Centre

Contact Centre scheduling efficiency: time to try something new?

3 winning strategies for effective employee engagement

Strategies for Better Email Management

Contact Centre Outsourcing – Time to take a closer look

Capital City College Group responds to students during the Coronavirus emergency with help from Puzzel

Remote Working - 5 Steps to success with integrated Workforce Management

Supporting you at this time

Wellness in the workplace

5 Benefits of Integrated Ticketing in Contact Centres

American Logistics Firmly in the Driving Seat with U-WFM* Cloud-based Platform

What makes a good partner programme? 5 Steps to Success

Puzzel’s Top 3 Predictions for Contact Centres in 2020

Puzzel Training Open Day

What’s next for WFM?

5 Point Plan for Super-Connected CX

Simply Business Contact Centre to benefit from U-WFM* Cloud Workforce Management

Are digital channels really any cheaper?

Three ways to create a kinder customer experience

Is on-screen clutter getting in the way of good customer service?

Why Kaizen™ and contact centres are perfect partners

Overcoming barriers to five-star service

Are you getting the most from your technology?

What role will Chatbots play in 2020?  

Making light work of digital channels – 7 tips for social customer service

Making light work of digital channels – 7 chat and co-browsing tips

Good customer service starts and ends with people

What agents want

Make Homer Simpson your friend in the cloud

Up, up and away: eight become one in the cloud!

Keep calm and de-scope! PCI DSS compliance for contact centres

Why have humans who sound like robots?

What customers want

How to integrate Chatbots into the customer journey – 3 Tips for Success

Don’t neglect the humans!

Delivering an exceptional customer experience through people, process and technology – a three point plan

Keep calm, it’s only GDPR!  Seven questions to ask your technology provider

Elevating the role of self-service – 8 Top Tips

Ringing the changes: the art of reducing call volumes

Puzzel: One Year On

GDPR – Puzzel has the pieces in place

Email in contact centres: 5 reasons to give it a second chance

Customer Interaction – Keep it simple: 8 Ways to re-energise customer service

10 Tips for keeping loyal customers on side

The 10 Major Benefits of Systems Integration with Cloud Contact Centre Solutions

Choosing the right robot for your contact centre

8 Ways to make homeworking a successful option for your contact centre

Raising the status of outbound dialling in contact centres – a two-point plan

3 Critical issues facing contact centres today and how to overcome them

How AI could change your contact centre

Seven reasons why it pays to invest in cloud-based technology in contact centres

Facing up to the scary truth of customer security in contact centres

The future of humans in contact centres

A culture of employee engagement – there’s more to it than just happy employees

Customer journey mapping – what’s all the fuss about? 

Helping Contact Centres Become More Valued Assets

5 Ways to reduce customer effort in contact centres and eliminate dumb contacts

Three Steps to creating the perfect contact centre - inside and out

A brief overview of the digital payment landscape

Getting CRM and Contact Centres onto the same page

Technology guide for multi-skilled agents in contact centres

How to make web chat work for your contact centre

Six Practical Steps to Make Web Chat work for you

Self Service, Bots & Intelligent Assistance

Five Steps to Reinventing Quality Management in Contact Centres

Contact Centre Agent empowerment – does it really matter?

Why CRM Is Essential For Effective Contact Centre Engagement

The four freedoms of games and gamification

Do You Have A Mobile Customer Service Strategy?

Is Your Digital Customer Service Just Skin Deep?

The Customer Journey – Where’s it going?

5 Gamification Myths Busted

How to manage Average Handle Time in Multi-Channel Contact Centres

How to manage TripAdvisor reviews directly from your contact centre

Should you offer web chat customer service?

We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) survey findings

Why contact centres are naturally suited to the evolving world of 'bimodal IT'.

The Psychology of Service Excellence

Puzzel builds a cloud contact centre for the whole of Sweden for the #theswedishnumber campaign.

4 point plan for contact centres to improve customer engagement

What can the Army teach you about Contact Centres?

Virtual Contact Centre Agents – Friend or Foe?

Is the back office ready for Workforce Management?

Top five tips for retaining Millennials in the contact centre

Stress Free IVR - Is Such A Thing Possible?

Gartner Magic Quadrant for Contact Centre as a Service market in Western Europe – what it really means.

Interaction Routing in Contact Centres: the forgotten treasure

Survey Results 2015: The Real and Emerging State of the Contact Centre

Knowledge Management in contact centres - a five-point plan to fast track success

Bridging the Enterprise and the Customer’s Physical World

The art of the possible: DTMF in the call centre

The debate continues: AHT or First Call Resolution?

The Future of Customer Service & Cloud-Based Contact Centres

5 steps to speech analytics success

Preparing for the social service contact centre of tomorrow

Top Six Benefits of Gamification

Understanding the “Social Shopper”

Five Reasons To Take Another Look At Homeworking

The Contact Centre Agent of Tomorrow

Speech Analytics: Using the Voice of the Customer to Improve Service Experience