Articles by Matt McGillicuddy

4 essential call tracking metrics you should be measuring

7 Dec 2022 in

4 essential call tracking metrics you should be measuring

How many calls does your call centre handle on any given day? Of those calls, how many of them could you confidently say were existing customers and first-time callers? Did they come direct from your website, a Google ad, or did they find you through a third-party?

Customer experience: creating the calm in the chaos

5 Dec 2022 in

Customer experience: creating the calm in the chaos

Almost half of consumers agree they have been on the end of a poor call in the last 6 months, according to our recent Moments That Matter survey. Call centres often represent the only form of real human interaction with a brand, having the ability to completely transform their brand perception.

How to supercharge your customer engagement strategy [with examples]

30 Nov 2022 in

How to supercharge your customer engagement strategy [with examples]

Every relationship involves give and take. You cook dinner; your partner does the dishes. You take your dog for a walk; they don’t chew your slippers. The same is true of business, if you want your customers to remain loyal, you need to demonstrate you value the relationship by making sure they’re...

How to spot talking points that make-or-break the customer experience in your call centre

23 Nov 2022 in

How to spot talking points that make-or-break the customer experience in your call centre

Have you ever felt the mood of a conversation change? When it comes to driving successful call outcomes, being able to spot those make-or-break moments in a call is a key skill. Your call centre teams need to be able to identify and respond to shifts in mood, sentiment, and tone in real-time, but...

What is First Call Resolution? Ways to measure & improve for optimal results

16 Nov 2022 in

What is First Call Resolution? Ways to measure & improve for optimal results

Have you ever called customer service… and then been forced to call again days or even hours later because your issue wasn’t resolved properly? It’s frustrating for everyone. Your customer is annoyed that they have to spend more time on the phone and your busy call centre has yet another call to...

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

15 Nov 2022 in

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

As the economic uncertainty deepens in the UK and interest rates continue to soar, our call tracking data over the last few weeks has shown a major spike in call volumes to banks and FSIs. The increase in calls around interest rates, and consequently mortgage payments, skyrocketing emphasises...

Understanding the Moments That Matter for your customers

10 Nov 2022 in

Understanding the Moments That Matter for your customers

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer experience? Poor customer experiences can be damaging for both your revenue and your reputation. And we’ve got the...

Top tips for improving AHT in your call centre

9 Nov 2022 in

Top tips for improving AHT in your call centre

You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers due to waiting times in their call centre. It’s a dire situation and these days, customers aren’t willing to wait...

Making every moment count: How to lower your after-call work rates

2 Nov 2022 in

Making every moment count: How to lower your after-call work rates

Your agents are superstars. They’re juggling hundreds, if not thousands, of calls every day. They’re doing their best to make customers happy, and they’re the first point of human contact for many of your best customers. 

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