Blog

15th September 2020

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Seen and Heard at the Forum Events Contact Centre Summit

On Monday, Puzzel was proud to be a gold sponsor of the Forum Events Contact Centre Summit for the fourth year running. The Contact Centre Summit brings people together from across the Contact Centre as a Service (CCaaS) industry and is a great opportunity for collaboration and learning.

While the summit is normally held at the Hilton Manchester in Deansgate, the coronavirus pandemic meant this year we went virtual. It was a fantastic experience with an agenda packed full of virtual business meetings and tailored interactive webinars, where delegates could catch-up with peers and thought leaders within the industry as well as upskill. The Puzzel team was also able to mingle and chat with pre-qualified contact centre procurement professionals who were all in attendance to source new suppliers and solutions. It was like speed dating for business.

“Puzzel’s participation at the Forum Events Contact Centre Summit was engaging and very rewarding despite being hosted virtually,” Ama Johal, our Head of UK Sales commented. “The Puzzel team very much enjoyed meeting with new and re-visiting delegates.”

Here’s a taste of what we got up to. 

Adapting and innovating

Cormac Murphy, the Managing Director at Ennovate hosted a session on ‘Learning from the coronavirus – How gradual change can suddenly break through and why we are often unprepared’. It was extremely insightful and highlighted how certain coaching methods can be scaled effectively to help motivate staff to deliver more.

Later on, we also heard from Peter McKean, the Managing Director at Synthetix on ‘How Artificial Intelligence (AI) enables contact centre teams to rapidly deliver outstanding customer experiences’. Peter highlighted how 93% of organisations plan to use AI as a key feature of future customer service activities and how zero-code methodologies and visual robotic process automation or RPA-style tools can deliver compelling interactive experiences.

Omni-channel for the win

The Puzzel team spoke to procurement professionals about omni-channel solutions and why it’s important to allow customers to dictate the channel. Today’s customers want to be able to interact with brands through the channel of their choice, but they also expect to be able to start in one channel and seamlessly move between others. A lot of delegates understood the importance of adapting to this multi-channel environment and spoke about wanting to integrate additional channels quickly and easily into their existing contact centre infrastructure.

The power of digital

Virtual conferences have been around for a while, but we’re seeing the benefits now more than ever! When time is precious or even business critical, removing the need to travel and spend time away from the office can benefit both attendees and their wider organisations. And of course protect our health and wellbeing!

The Puzzel team was impressed by the set-up of the Contact Centre Summit and appreciated being able to chat safely to delegates about our products.

We’re here for you

Puzzel engineered one of the first cloud-based contact centre solutions and today, our exceptional team continues to innovate in the world of customer interaction management.

Our open software is easy to integrate and we have one of the best user-interfaces in the industry. Our solutions all come with dedicated 24-hour support, ready to help if you need it. If there’s anything we can do for you, don’t hesitate to get in touch or book in your free custom demo