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Mapping the customer and agent journey in parallel

by Madeleine Penney | May 18, 2017 | Press Release

Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys. The world of...

Puzzel becomes more graphic – adding new reporting functionality in its cloud-based contact centre solution

by Madeleine Penney | May 4, 2017 | Press Release

Puzzel (formerly Intelecom’s contact centre entity) has announced that the latest release of its multi-channel cloud-based contact centre solution will be rebranded to reflect the new company formed last month by combining the contact centre, mobile messaging and...

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