Puzzel

The holiday season is here, and we’re wrapping up 2024 with some festive cheer! 🎄 As we reflect on the year, we came together to celebrate our achievements during our annual Christmas parties. From festive feasts to plenty of laughs, it was a perfect reminder of the power of teamwork and fun. A big thank you to everyone who made 2024 so special. We can’t wait to carry that energy into 2025! Wishing you all a joyful holiday season from everyone at Puzzel! 🎅 #lifeatpuzzel #contactcentre #puzzeler

2024 has not been a walk in the park but what an incredible year it’s been for Puzzel. It’s been a year full of market uncertainty, challenges, and change, but most of all, it’s been a year of growth! Looking back, I’m incredibly proud of what we’ve achieved as a team. From kicking off the year in Tenerife with our entire team to embracing the opportunity of gen(AI) accelerated by our recent acquisitions, we’ve strengthened our capabilities and positioned ourselves even stronger in the industry. A key highlight this year has been the rebranding of Puzzel, something that truly reflects who we are today and where we’re headed. Alongside that, our core values - #BuildOnTrust, #StrongerTogether and #StayHungry - have been a big part of shaping how we work and what we stand for as a company. One thing that’s become clear throughout the year is how rapidly the industry is evolving. The pace of change, especially with the rise of AI, has presented both challenges and opportunities for many. Looking forward, we’re more determined than ever to continue driving innovation and staying hungry for the next challenge!! As we move into the new year, I’m excited about what lies ahead for Puzzel and for the industry. I’m incredibly proud of everything we’ve achieved this year, and it wouldn’t have been possible without the commitment, hard work, and passion of every Puzzeler. A huge thank you to everyone who has been part of our journey this year—whether you’re part of the team, a customer, or a partner. It’s been a great year, and I’m excited about what 2025 has in store for us. Wishing you all a very Merry Christmas and a (soon) well-deserved break!! See you in 2025!! 

As we near the end of 2024, it’s a good time to reflect on how far customer support has come—and the role AI has played in shaping it. And while AI is transforming the way contact centres operate, we've found that the real impact happens when it works hand-in-hand with human agents 🤝 Here’s why this collaboration matters: 🤖 AI handles the routine: Automates tasks like FAQs, freeing agents to focus on high-value interactions. 👩💻 Smarter support: Provides real-time insights, enabling faster, personalised responses. 📊 Deeper insights: Identifies trends, risks, and training opportunities for continuous improvement. 🌟 Happier agents, better retention: With less repetitive work, agents focus on problem-solving and relationship-building, boosting job satisfaction. By combining AI's efficiency with human agents' emotional intelligence, contact centres can deliver a service that's both fast and compassionate. And this balance is what the future of CX is all about. Check out our blog on how AI and agents make the ultimate customer support dream team: https://lnkd.in/eDzihk_j #AgentEmpowerment #AI #CustomerExperience

Navigating the AI jungle and looking ahead to 2025! AI is everywhere—and while the potential is huge, it can sometimes feel like navigating through a jungle. But what excites me the most about where we're heading, especially as we look toward 2025, is not just the efficiency gains but how (gen)AI can be a game-changer for empowering contact centre agents. AI is often viewed as a tool for automating tasks and driving efficiency. And while that’s important, a lot of value comes when AI is used to support and augment the work agents do every day. By providing AI assistants that handle repetitive tasks, agents can focus on what really matters—delivering personal, high-quality customer interactions. This year, we took a big step forward at Puzzel by bringing on two acquisitions that significantly strengthen our AI portfolio. SupWiz (a Puzzel company) brought us leading (generative) conversational AI capabilities, while Capturi (a Puzzel company) adds powerful conversational intelligence solutions (insights and analytics). These additions will help us provide even smarter solutions to support contact centres and their agents—enabling them to work more efficiently, not harder, and deliver exceptional customer experiences every time. What we’re seeing is that when AI is implemented the right way—not to replace agents, but to empower them—it leads to better outcomes for both businesses and employees. As we move into 2025, I believe the contact centres that thrive will be those who use AI not just to drive productivity (automation) but to empower their people (augmentation) — creating workplaces where agents feel valued, supported, and ready to succeed!! 

Happy agents = long-term business success 🤝 Agents are the heart of a successful contact centre. Research shows that happy agents are not only more productive but also key to reducing turnover, boosting customer loyalty, and driving business growth. Yet with high attrition rates continuing to challenge the industry, focusing on agent well-being has never been more important. Small changes can have a huge impact on how agents feel about their work and their future. In our new eBook, A Practical Guide to Contact Centre Agent Happiness, we explore strategies to help boost agent satisfaction. From unified systems to continuous training and clear career paths, discover practical ways to create a more engaged and motivated team—while positively impacting your bottom line. Download your copy here: https://lnkd.in/edp7mm-u #AgentRetention #CX #EmployeeHappiness #AgentHappiness

✈️ Nordic Leisure Travel Group (NLTG), a leading holiday provider in the Nordic region, handles 1.3 million bookings every year, offering a wide range of holidays, flights, and cruises. When their outdated systems struggled to keep up, they turned to Puzzel for a more flexible, scalable solution to meet evolving customer demands. By switching to Puzzel and unifying their customer support tools, NLTG transformed their operations—improving response times, boosting customer satisfaction, and enhancing efficiency in their contact centre. The results speak for themselves: a 22% reduction in average handling time, higher CSAT scores, and a 33% boost in chatbot efficiency👏👏 Want to know how they did it? Check out the carousel and read the full customer story here: https://lnkd.in/gt6CFRAY #CustomerSuccess #CX #DigitalTransformation

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!!! 

We've all heard that happy agents create happy customers. But the impact of agent happiness goes far beyond customer satisfaction. When agents are engaged and empowered, they don’t just deliver better service—they become more productive, more loyal, and ultimately more efficient. In fact, the right tools can help your agents handle more tasks, stay longer, and feel more satisfied in their roles. This leads to measurable benefits for your entire contact centre. At Puzzel, we’ve seen firsthand how the right tools can transform agent productivity, satisfaction, and customer experience. The recent Total Economic Impact™ (TEI) study of Puzzel uncovered some impressive results: ✍️163% increase in employee retention ✍️20% more tasks handled ✍️278% ROI over three years On 4 December, we’ll be discussing these findings and sharing practical strategies on how the right tools can help you overcome agent attrition, boost productivity, and elevate customer experiences. If you’re looking to improve agent engagement and optimise your contact centre operations, this is a session you don’t want to miss. Secure your spot here: https://lnkd.in/eTXWFv85 #AgentHappiness #CXStrategy #CustomerExperience

Great session on the ROI of Happiness Sundeep breaks down how you can make sure AI can real world impact on the happiness and efficientcy of agents in your call centre. Meet Puzzel at the Call & Contact Centre Expo UK if you're around

Great to kick things off with our first interview of the day with Frederic Laziou, CEO at Puzzel as he chats with Xander Freeman. Frederic shares insights on: 🔵 Their recent acquisitions including one that closed last Friday 🔵 The panel discussions they are running 🔵 How AI can help you navigate the AI jungle If you’re at Expo, you can find Frederic and the rest of the Puzzel team at stand CC-H20. We are also there! Visit us on stand CC-N66 to say hello! #CallCentreEXPO #ContactCentres #CX