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Future-proof your CX operations.

When it comes to customer experience, the only constant is change. Our Optimisation programme is designed to help you stay ahead of the CX game by maximising your contact centre solutions – ensuring delightful customer experiences, today and in the future.


Trusted by Europe's Customer Experience leaders.

Your customers evolve. You need to evolve with them.

Customers’ expectations are always evolving. By committing to a culture of continuous improvement, you can ensure your customers always receive high-quality service across all interactions and touch points. Puzzel Optimisation has been carefully designed by our experienced Solution Architects, with a simple concept at its core. We believe that by investing in continuous improvements, your operations run more smoothly, ultimately empowering your agents and making your contact centre stay ahead of ever-evolving customer expectations.

Process and system analysis

Process and system analysis

In-depth analysis of your processes and systems.

Our team collaborates with yours to comprehensively assess your systems, processes, and strategies. The aim is to identify opportunities for your solutions to capitalise on evolving technological capabilities and evolving use cases, optimising your contact centre for future-ready customer experiences. 

Onsite session

Onsite Session

Get a deeper understanding of your operations.

During the onsite session, our team of Solution Architects work closely with your agents and leaders to understand key elements of your contact centre operations - from daily tasks to corporate strategies. The insights gathered during the on-site session serve as a cornerstone for tailored recommendations that drive transformative change in your contact centre. 

Tailored recommendations_

Tailored Recommendations

Tailored recommendations aligned with your goals.

We know that your business is unique. We use a thorough and tailored approach to offer recommendations that align with your business’s specific needs. The key findings, observations and recommendations from the analysis and onsite session are compiled into an extensive report, which equips you with the valuable insights you need to drive change and evolve the way you deliver customer experiences. 

“The programme has given us real scope into what we want to do next to achieve the best levels of resident and user experience. The process was easy and quick. Neil was clear, concise and the report covered all aspects of our discussions and the key areas we want to focus on. We are now turning the report into reality."
Louise Kelly
Head of Customer Service at Newlon Housing Trust

Frequently asked questions.

Yes, I want to book my demo.