In recent years, digitisation has transformed how we live, do business, make decisions, and engage with companies. This shift has led to a rapid increase in digital platform integration, pushing brands to adapt to changing consumer needs.
Puzzel’s recent research reveals that 73% of contact centre leaders experienced a substantial demand for voice interactions in the last year, and 69% have been inundated with high or very high volumes of email enquiries. On the flip side, digital channels like chatbots have seen a more modest 45% increase in high-volume inquiries. These insights are a clear indicator that contact centres are still working to master the art of channel management, channel deflection and self-service, where redirecting enquiries effectively can be a complex task.
Discover insights and strategies for optimising your self-service strategy using the Puzzel Customer Engagement platform. We’ll unveil best practices for understanding customer sentiment and coordinating customer interactions across various multi-channels, including a deep dive into Puzzel Digital Engagement and how to automate your CX without compromising the human touch.
- State of Contact Centres in 2023
- Demonstration of Puzzel Digital Engagement
- Top tips to elevate your self-service strategy with Puzzel