21/11/2019

Puzzel positioned as a Challenger in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe

Puzzel has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report*, for the fifth consecutive year. According to the report, “CCaaS solutions are becoming the preferred deployment model for many contact centers in Western Europe, replacing traditional on-premises contact center infrastructure. We assess […]

What happens next? 3 Steps to contact centre compliance

Rob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using technology Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance […]

How to avoid the 5 most common mistakes in forecasting in the contact center

According to Nick Brook at Teleopti, resource forecasting in contact centers needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics. Today’s contact centers are complicated beasts. The people working in them are expected to be super-agents with multiple skills and knowledge. While customers expect to receive consistent […]

Keep calm and de-scope! PCI DSS compliance for contact centres

Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre. As many more of […]

Email in contact centres: 5 reasons to give it a second chance

Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]

Email in contact centres: 5 reasons to give it a second chance

Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]

Out with the old, in with the new – 5 old habits for the contact center to consign to history, from Teleopti

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact center management that can be consigned to history Innovation is everywhere and it can seem as if we’re constantly encouraged to take on more and more technology to lower costs, […]

Helping Contact Centres Become More Valued Assets, the latest blog from Puzzel

Contact centres and those in them work hard. In fact they are obsessive about efficiency and reduced cost to serve. That’s the problem – too much attention on the wrong thing. While contact centres remain content to act as a dustpan and brush to the rest of the organisation, they will always be under appreciated […]

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