Posts about Puzzel

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

In contact centres, managers say they can quite often struggle with staff shortages, making it difficult to maintain service levels.

Many of you have started on a company’s website and when in need of support been forced to call their Customer Support.

How can we keep our businesses going when countries are “locked down” and travel restrictions are stopping people from travelling?

Many of you have started on a company’s website and when in need of support been forced to call their Customer Support.

Welcome to the final blog in our series on Agent Experience (AX). By now you should have a good understanding of what AX is, why it’s a serious challenge, and how to improve yours. Now it’s time to talk about the pay-off – and potential – of that improvement.

So far we’ve looked at why Agent Experience (AX) is key to delivering impressive, connected customer experiences. And we’ve explored the challenges that create poor AX. But how do you actually go about enhancing Agent Experience in your own contact centre? Read on to find out…

It’s seriously tricky to help your contact centre agents perform at their best. There’s an ultra-fine line to getting it right – and if your focus isn’t on Agent Experience, then it’s even harder.

Welcome to our new series on Agent Experience – your key to happier customers, more empowered employees, and a more efficient contact centre. Read on to find out why.