26 Jun 2023 in Interviews
Insights & Impact Ep.6: Acing First Call Resolution (FCR)
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
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8 Jun 2023 in Interviews
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...
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27 Apr 2023 in Interviews
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...
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30 Mar 2023 in Interviews
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.
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29 Mar 2023 in News
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.
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15 Mar 2023 in Marketing
How to track and reduce average wait times in your call centre
There’s nothing more annoying than being on hold listening to the same tune over and over again. It’s frustrating for your customers, and it’s also terrible for your profits. According to our recent survey, nearly 40% of customers are being forced to wait in long call queues and a further 30% claim...
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8 Mar 2023 in Marketing
4 tactics to increase average order value in your call centre
The pressure is on for 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, increasing the average order value in your call centre...
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1 Mar 2023 in Marketing
Real time customer analytics: How to use data to enhance experiences
These days, there’s so much more to customer loyalty than delivering the goods on time and on 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 the first call to your contact centre.
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1 Mar 2023 in Interviews
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...
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