Contact centres have invested heavily in workforce management, quality assurance, and customer feedback programs. Yet, Puzzel’s State of Contact Centres 2026 suggests those systems often operate with only 2% to 5% of customer interactions, leaving as much as 98% of interaction insight uncapt
Contact centres have invested heavily in workforce management, quality assurance, and customer feedback programs. Yet, Puzzel’s State of Contact Centres 2026 suggests those systems often operate with only 2% to 5% of customer interactions, leaving as much as 98% of interaction insight uncapt