Puzzel reposted this
Thank you to everyone who reached out at this year’s Call & Contact Centre Expo UK !! Reflecting on the event, it’s clear just how much this industry has evolved. The energy at the event was incredible, but what stood out most to me was the focus on people—specifically, the people working in contact centres every day. From the conversations I had to the sessions I joined, one theme kept coming up: empowering agents. AI came up obviously a lot during the event too. It’s clear that AI, automation and augmentation are game-changers for simplifying workflows and helping agents handle more complex, meaningful interactions. But what’s just as clear is that AI can’t replace the human element—it’s here to enhance it. When you pair the right AI tools with empowered agents, the results can be extraordinary. At Puzzel, we’ve seen this first hand. During the expo, our CMO Gabriela Warren and Director of Sales Engineering Sundeep Singh Boughan presented findings from our recent Forrester Total Economic Impact™ (TEI) study. The data was clear: - Businesses using Puzzel solutions saw a 278% ROI in three years. - They reduced agent turnover by 163%. - Agents became more productive, handling 20% more tasks. But beyond the numbers, what really stood out was the human element: empowered agents were happier, more productive, and stayed longer with their organisations. The conversations I had at the expo reinforced this: investing in your agents is investing in your customers. And when you get the balance right between innovative tools leveraging AI and a strong focus on people, the potential for transformation is huge. As I look at the trends in customer service, I believe that companies that prioritise agent satisfaction will continue to lead the way in delivering exceptional customer experiences. The industry is evolving fast, and those who get the human side of customer service right will reap the benefits for years to come. Automate when it matters, bring empathy when it really matters! If this topic resonates with you, I want to invite you to our upcoming webinar where we’ll delve deeper into the findings from the TEI study and share practical steps to empower your agents. I hope you’ll join us!!!