Who’s who: Rob Clough, RevOps Manager
1st February 2023Proactive customer service – Why you can’t afford not to
23rd January 2023Products in focus: Context that matters with the Consumer Knowledgebase
11th January 2023Ten quick questions with Ruby: Puzzel’s AI Smart Chatbot
13th December 20222022: Year in review
8th November 2022Why you need a bigger budget for customer service in 2023
2nd November 2022How a connected vision will support your transformation goals: The Unexpected joy of working closely with IT
27th October 2022The hybrid work paradox: 6 reasons to integrate your contact centre into Microsoft Teams
26th August 2022Six tips to keep your agents happy and motivated through uncertainty
22nd August 2022How to put your customer first, second, third and fourth
16th August 2022Five tips for getting started with chatbots
29th July 2022Who’s who: Wendy Wood, Project Manager
11th July 2022The Business Case for UX Design
6th July 2022Achieving work-life balance in the hybrid contact centre
20th June 2022Achieving PCI DSS compliance with Puzzel and PCI Pal in the era of v4.0
7th June 2022Spring Product Release: Get to know Smart Chatbot and Performance Management
6th June 2022How to launch a chatbot your customers can trust
30th May 2022Five tips for grabbing customer attention, increasing online conversion and improving digital engagement
17th May 2022How to grow revenue and get rapid ROI with Digital Engagement
11th May 2022Big brands miss out on major sales by ignoring customers online
20th April 2022Riis Bilglass: ‘We want to be the customer's problem solver’
12th April 2022Puzzel blows wind into the sails of DFDS’ customer handling
5th April 2022Atea unifies its international IT service desks with Puzzel
28th March 2022Create easy, simple customer experiences with SMS
21st March 2022What is proactive chat and why is it so important?
14th March 2022Improve your IVR experience with Puzzel Voice Bot
8th March 2022Six benefits of Real-time Voice Interaction Analytics
2nd March 2022Q1 Product Release: Introducing Dashboard & Real-time Reporting
18th February 2022An Open Letter to Travel Leaders
9th February 2022Sergel future-proofs its business with the Puzzel Customer Service Platform
1st February 2022What is UX Design?
25th January 2022Five technology trends that will shape customer service in 2022
18th January 2022Solve Covid staff shortages with Digital Engagement
11th January 2022Danish councils support residents with digital hotline powered by Puzzel
6th January 2022Puzzel's Top 5 Articles of 2021
21st December 20212021: A year of change and growth
15th December 2021Q4 Product Release: Introducing Digital Engagement, Voice Bot and more
14th December 2021Top tips for staffing your contact centre this Christmas
6th December 2021Improve your one-to-ones with these three coaching models
29th November 2021JYSK Netherlands streamlines customer service and increases agility with Puzzel
25th November 2021The four Ps of preparing for seasonal demand
22nd November 2021The power of hybrid experiences
5th November 2021What is a Ticketing system?
20th October 2021Newstel delivers round-the-clock happiness with cloud contact centre solution
12th October 2021What is Quality Assurance (QA)?
5th October 2021Powering the evolution of the contact centre with Vergic
28th September 2021Q3 Product Release: New tools for post-pandemic customer service
23rd September 2021Customer story: How magazine giant Aller media turned crisis into success
17th September 2021What is Workforce Management (WFM)?
8th September 2021Customer story: OPEN cuts response times by 85 per cent with new contact centre
1st September 2021CustomerTalk: Norwegian CCaaS provider Puzzel expands into Netherlands market
26th August 2021Customer Behaviour: What’s changed since the pandemic?
19th August 2021Five stats that demonstrate the importance of Agent Experience (AX)
12th August 2021Customer Story: GC Business Finance finds secure solution for home-based agents
5th August 2021What’s new in fraud for financial services
30th July 2021Hybrid Working: The opportunities and obstacles for contact centres
15th July 2021Three ways Workforce Management (WFM) can reduce agent attrition
6th July 2021New horizons for resource planning
30th June 2021Improve your Agent Experience to transform your contact centre
24th June 2021How to create the Agent Experience your customer experience needs
22nd June 2021Insurance provider If tackles Covid-19 demand with cloud-based customer service
16th June 2021Why poor AX is holding back your contact centre CX
14th June 2021How conversational AI is changing customer service
9th June 2021Agent Experience: What it is and why it's key to creating happier customers
8th June 2021Reopen for business: How retailers can support customers in a post-pandemic world
4th June 2021Seven tips for designing a highly effective virtual agent
24th May 2021Puzzel a trusted partner of digame for Eurovision Song Contest voting
20th May 2021Video: The new channel for smarter customer experiences
10th May 2021Why do contact centres deserve greater strategic consideration?
5th May 2021Why your contact centre is more important than ever
26th April 2021Who’s Who: Emma Skygebjerg, Director of WFM
20th April 2021How will homeworking impact your culture and brand?
14th April 2021How leading brands are innovating for customer service success
8th April 2021Emotive CX: Four questions to help you build a more effective strategy
26th March 2021The changing role of the contact centre advisor
18th March 2021Why agile contact centres deliver better results
1st March 2021Sentiment Analysis: Why you should pay closer attention to customer happiness
22nd February 2021Get Connected 2021: Highlights from Puzzel’s customer service conference
19th February 2021Five ways to combat customer churn with Speech Analytics
10th February 2021A message to our customers from CEO Frederic Laziou
4th February 2021Three things we’ve learned from planning a global virtual conference
26th January 2021Five ways to look after your mental health while working from home
19th January 2021Total Experience: The technology trend set to shake up customer service in 2021
1st January 2021Ombudsman Services uses Puzzel's cloud-based contact centre solution to support rapid business growth and homeworking
17th December 2020Choosing the right customer service channels for your contact centre
14th December 2020Who's Who: Scott Maryan, Learning & Development Manager
10th December 2020TieTa goes omnichannel to improve agent and customer experience
9th December 2020How Puzzel packages can help you engage, delight and inspire your agents and customers
4th December 2020How can you improve your omnichannel customer service?
26th November 2020Newlon Housing Trust Customer Story: Building a contact centre where agents can thrive
5th November 2020Is your contact centre ready for Black Friday?
28th October 2020TieTa Customer Story: Delivering first-class service during COVID-19
26th October 20207 steps to digitally transform your contact centre
15th October 2020The companies counting the cost of poor customer service
1st October 2020Introducing our new and improved Help Centre!
30th September 2020How to upskill agents and boost their confidence with our Puzzel Academy
29th September 2020Workforce Management: Why it pays to keep things simple
23rd September 2020Four ways instant messaging can improve your internal communications
15th September 2020Seen and Heard at the Forum Events Contact Centre Summit
3rd September 2020Six ways contact centre agents can stay engaged whilst working remotely
27th August 2020Three reasons why universities should deploy cloud contact centre solutions
25th August 2020Affinity Water Customer Story: Customer Experience on tap
10th August 2020Mastering the art of cost-saving in customer service
4th August 20205 reasons to implement integrated email ticketing in contact centres
31st July 2020Simply Business overcomes adherence challenges with WFM
27th July 2020Why every organisation needs a complete omnichannel contact centre solution
21st July 2020Remote onboarding – 5 steps to success
15th July 2020Are you living the three C's?
7th July 2020Using Artificial Intelligence (AI) to help deliver an improved Customer Experience in your Contact Centre
25th June 2020Contact Centre scheduling efficiency: time to try something new?
16th June 20203 winning strategies for effective employee engagement
12th June 2020Strategies for Better Email Management
4th June 2020Contact Centre Outsourcing – Time to take a closer look
28th May 2020Capital City College Group responds to students during the Coronavirus emergency with help from Puzzel
15th April 2020Remote Working - 5 Steps to success with integrated Workforce Management
20th March 2020Supporting you at this time
5th March 2020Wellness in the workplace
27th February 20205 Benefits of Integrated Ticketing in Contact Centres
20th January 2020American Logistics Firmly in the Driving Seat with U-WFM* Cloud-based Platform
9th January 2020What makes a good partner programme? 5 Steps to Success
17th December 2019Puzzel’s Top 3 Predictions for Contact Centres in 2020
12th December 2019Puzzel Training Open Day
15th August 2019What’s next for WFM?
25th July 20195 Point Plan for Super-Connected CX
27th June 2019Simply Business Contact Centre to benefit from U-WFM* Cloud Workforce Management
27th June 2019Are digital channels really any cheaper?
29th May 2019Three ways to create a kinder customer experience
15th May 2019Is on-screen clutter getting in the way of good customer service?
23rd April 2019Why Kaizen™ and contact centres are perfect partners
14th March 2019Overcoming barriers to five-star service
25th February 2019Are you getting the most from your technology?
18th February 2019What role will Chatbots play in 2020?
30th January 2019Making light work of digital channels – 7 tips for social customer service
15th January 2019Making light work of digital channels – 7 chat and co-browsing tips
12th December 2018Good customer service starts and ends with people
27th November 2018What agents want
7th October 2018Make Homer Simpson your friend in the cloud
17th September 2018Up, up and away: eight become one in the cloud!
24th August 2018Keep calm and de-scope! PCI DSS compliance for contact centres
14th August 2018Why have humans who sound like robots?
24th July 2018What customers want
11th July 2018How to integrate Chatbots into the customer journey – 3 Tips for Success
8th June 2018Don’t neglect the humans!
5th June 2018Delivering an exceptional customer experience through people, process and technology – a three point plan
21st May 2018Keep calm, it’s only GDPR! Seven questions to ask your technology provider
16th May 2018Elevating the role of self-service – 8 Top Tips
29th April 2018Ringing the changes: the art of reducing call volumes
19th April 2018Puzzel: One Year On
17th April 2018GDPR – Puzzel has the pieces in place
4th April 2018Email in contact centres: 5 reasons to give it a second chance
27th March 2018Customer Interaction – Keep it simple: 8 Ways to re-energise customer service
9th March 201810 Tips for keeping loyal customers on side
23rd February 2018The 10 Major Benefits of Systems Integration with Cloud Contact Centre Solutions
6th February 2018Choosing the right robot for your contact centre
30th January 20188 Ways to make homeworking a successful option for your contact centre
18th January 2018Raising the status of outbound dialling in contact centres – a two-point plan
14th December 20173 Critical issues facing contact centres today and how to overcome them
23rd November 2017How AI could change your contact centre
7th November 2017Seven reasons why it pays to invest in cloud-based technology in contact centres
24th October 2017Facing up to the scary truth of customer security in contact centres
5th October 2017The future of humans in contact centres
27th September 2017A culture of employee engagement – there’s more to it than just happy employees
12th September 2017Customer journey mapping – what’s all the fuss about?
31st July 2017Helping Contact Centres Become More Valued Assets
12th July 20175 Ways to reduce customer effort in contact centres and eliminate dumb contacts
31st May 2017Three Steps to creating the perfect contact centre - inside and out
25th May 2017A brief overview of the digital payment landscape
3rd May 2017Getting CRM and Contact Centres onto the same page
18th April 2017Technology guide for multi-skilled agents in contact centres
11th April 2017How to make web chat work for your contact centre
21st March 2017Six Practical Steps to Make Web Chat work for you
7th March 2017Self Service, Bots & Intelligent Assistance
21st February 2017Five Steps to Reinventing Quality Management in Contact Centres
16th February 2017Contact Centre Agent empowerment – does it really matter?
7th February 2017Why CRM Is Essential For Effective Contact Centre Engagement
20th January 2017The four freedoms of games and gamification
10th January 2017Do You Have A Mobile Customer Service Strategy?
13th December 2016Is Your Digital Customer Service Just Skin Deep?
9th November 2016The Customer Journey – Where’s it going?
7th October 20165 Gamification Myths Busted
19th September 2016How to manage Average Handle Time in Multi-Channel Contact Centres
4th August 2016How to manage TripAdvisor reviews directly from your contact centre
26th July 2016Should you offer web chat customer service?
20th July 2016We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) survey findings
23rd May 2016Why contact centres are naturally suited to the evolving world of 'bimodal IT'.
10th May 2016The Psychology of Service Excellence
9th April 2016Puzzel builds a cloud contact centre for the whole of Sweden for the #theswedishnumber campaign.
8th April 20164 point plan for contact centres to improve customer engagement
25th February 2016What can the Army teach you about Contact Centres?
10th February 2016Virtual Contact Centre Agents – Friend or Foe?
3rd February 2016Is the back office ready for Workforce Management?
28th January 2016Top five tips for retaining Millennials in the contact centre
25th January 2016Stress Free IVR - Is Such A Thing Possible?
6th January 2016Gartner Magic Quadrant for Contact Centre as a Service market in Western Europe – what it really means.
2nd December 2015Interaction Routing in Contact Centres: the forgotten treasure
27th November 2015Survey Results 2015: The Real and Emerging State of the Contact Centre
11th November 2015Knowledge Management in contact centres - a five-point plan to fast track success
27th October 2015Bridging the Enterprise and the Customer’s Physical World
5th October 2015The art of the possible: DTMF in the call centre
21st September 2015The debate continues: AHT or First Call Resolution?
7th August 2015The Future of Customer Service & Cloud-Based Contact Centres
13th July 20155 steps to speech analytics success
10th June 2015Preparing for the social service contact centre of tomorrow
27th May 2015Top Six Benefits of Gamification
9th April 2015Understanding the “Social Shopper”
24th March 2015Five Reasons To Take Another Look At Homeworking
19th February 2015The Contact Centre Agent of Tomorrow
27th January 2015Speech Analytics: Using the Voice of the Customer to Improve Service Experience