Articles by Matt McGillicuddy

Insights & Impact Ep.5: Reducing Average Handling Times (AHT)

8 Jun 2023 in

Insights & Impact Ep.5: Reducing Average Handling Times (AHT)

Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being...

Insights & Impact Ep.4: Understanding sales performance across sites

27 Apr 2023 in

Insights & Impact Ep.4: Understanding sales performance across sites

In this episode of Insight & Impact, we sat down with Chris Browne, Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively...

Insights & Impact episode 3: Getting granular with call drivers

30 Mar 2023 in

Insights & Impact episode 3: Getting granular with call drivers

What are the benefits of getting granular with call drivers I hear you ask? Well, ask no more - you’ll hear all about it in this Insights & impact episode.

4 proven ways to reduce call centre staff turnover

29 Mar 2023 in

4 proven ways to reduce call centre staff turnover

In life, and in the contact centre, people come and people go. But what happens when you notice that a lot of your best agents seem to be leaving… and you’re struggling to replace them in a timely fashion? This is known as call centre attrition and it can be very bad for business.

How to track and reduce average wait times in your call centre

15 Mar 2023 in

How to track and reduce average wait times in your call centre

Is there anything more frustrating than listening to the same tune over and over again while you sit on hold? It’s not just maddening for your customers, it’s also terrible for your profits.

4 tactics to increase average order value in your call centre

8 Mar 2023 in

4 tactics to increase average order value in your call centre

The pressure is on for marketers and contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think that bringing more customers in is the best approach. But it isn’t the only way to grow and in fact, it...

Real time customer analytics: How to use insights & data to enhance experiences

1 Mar 2023 in

Real time customer analytics: How to use insights & data to enhance experiences

These days, there’s so much more to customer loyalty than delivering the goods on time and in budget. Customers expect you to provide five-star experiences across the customer journey, from the initial research stage on your website or social media channels to their first call to your contact...

Insights & Impact episode 2: Identifying call drivers

1 Mar 2023 in

Insights & Impact episode 2: Identifying call drivers

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers which helps our customers optimise marketing...

What is marketing ROI and why is it important?

22 Feb 2023 in

What is marketing ROI and why is it important?

With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some reason, only 35% of marketers consider tracking ROI ‘very’ or ‘extremely’ important.

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