Whether it's reducing customer effort, evoking the right emotions or focusing on success, everyone has a definition of good customer service.


This “Puzzel Book” focuses on three critical issues facing contact centres today – employee engagement, reducing demand volumes, and automation.

Companies recognise the importance of providing an outstanding customer experience. To accomplish this you need to innovate quickly, and ensure quality. Read about the Customer Experience Lifecycle and how it can help you to deliver the experiences your customers expect.

Key performance indicators (KPIs) can be either a framework to customer service success or a ball and chain which removes flexibility and creativity. This white paper looks at KPIs and whether they earn the value that is placed upon them.

As customer demand and expectations continue to rise, the customer service function comes under increasing pressure to deliver. Here the role of AI will be key in maximising efficiency and productivity. Read this quick guide to understand more.