The Ultimate Summer 2022 CX
Reading List

It’s time to kick-back, relax and enjoy some CX reads

Summer is here and whether you’re hoping to escape to somewhere new or enjoy a break closer to home, we’ve got your reading sorted.

The Infinite Game by Simon Sinek

“I recommend the Infinite Game by Simon Sinek. A refreshing reminder that we are building companies and workplaces to serve customers and employees for the potential infinite future Not to meet the month or year end (even though they are important measuring sticks along the way).”

Link to webinar

Thomas Rødseth, CTO

AI & Automation Smart Guide

“I recommend Puzzel’s Leveraging artificial intelligence (AI) and automation in your contact centre Smart Guide. This guide takes a closer look at the role of technology in contact centres today, shining a light on some of the incredible tools that are harnessing the power of AI. To help you kickstart your AI journey, we’ll share expert insights into adopting AI in your contact centre to eliminate routine, repetitive tasks and speed up resolution.”

Link to Smart Guide

Alex Lunde, Director of Web Experiences

PCI DSS compliance blog

“PCI DSS v4.0 was released in Spring 2022. As a result, organisations managing environments within its scope must prepare for significant changes to the PCI Data Security Standard (DSS) over the next 18 months. I’d like to recommend PCI Pal’s recent blog, which explains why descoping your infrastructure from the requirements of PCI DSS is one of the most effective ways to protect your customers’ data and your organisation’s reputation.”

Link to blog

Geoff Forsyth, CISO at PCI Pal

Superforecasting: The Art and Science of Prediction

“Superforecasting offers the first demonstrably effective way to improve our ability to predict the future—whether in business, finance, politics, international affairs, or daily life. A great read (or listen) for anyone who is interested in risk management and security. It comes with my highest recommendations.”

Link to book

Niklas Larsson, CISO at Puzzel

Evolution of the Contact Centre Series

“Back in the summer of 2020, The Call Centre Management Association (CCMA) and Puzzel launched research to explore the evolution of the contact centre industry. The research programme, which is now in its sixth series, explores the industry’s future direction, the contact centre’s strategic role and the development of new operating models. I’d recommend all six of these reports to anyone interested in customer service.”

Link to series

Jonathan Allan, CMO at Puzzel

Helping your business flourish with QA

“Confusion and uncertainty shouldn’t be a rite of passage in the contact centre quality assurance (QA) journey… though it often is. I’d recommend reading Evaluagent’s recent blog to learn more about our new interactive QA maturity tool, allowing contact centres to find out where they are on their QA journey. Get personalised advice from the experts on how to take your QA to the next level.”

Link to blog

James Marscheider, Chief Commercial Officer (CCO) at EvaluAgent

Enjoy thevitamin-sea and have a sand-sational summer!