Articles by Matt McGillicuddy

27 Jul 2023 | 3 min read
Interviews
Insights & Impact Ep.7: The key to effective agent training
Any sales and service team will be keen to implement effective agent training programmes that create top-performing agents. When a customer picks up the phone, you want to make sure...
Read more

10 Jul 2023 | 2 min read
Marketing
The future of B2B advertising
What does the future of B2B advertising hold? In an increasingly saturated space, B2B marketers need to find ways to stand out from the crowd. We’re in turbulent times and, chances...
Read more

26 Jun 2023 | 3 min read
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...
Read more

8 Jun 2023 | 2 min read
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...
Read more

27 Apr 2023 | 2 min read
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...
Read more

30 Mar 2023 | 2 min read
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.
Read more

29 Mar 2023 | 8 min read
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...
Read more