Articles by Matt McGillicuddy

How to track, measure & improve call centre agent performance

8 Feb 2023 in

How to track, measure & improve call centre agent performance

What’s on your contact centre wish list for 2023? Faster training, reduced agent churn, increased customer satisfaction and boosted revenues? If you’re keen to transform your operations this year, you can’t find a better starting point than taking a closer look at your call centre agent performance.

Why you should use call deflection to enhance the customer experience

1 Feb 2023 in

Why you should use call deflection to enhance the customer experience

In an increasingly digital age, customers expect brands to raise the bar if you want their business. When it comes to gaining a competitive advantage, customer experiences are the new battlefront. And sometimes, providing an excellent customer experience is about stopping them picking up the phone...

Insight & Impact episode 1: What the heck are call drivers?

30 Jan 2023 in

Insight & Impact episode 1: What the heck are call drivers?

Ready to take your customer intel to the next level in 2023? We’re delighted to launch our Insight & Impact series, a brand-new series where we look at the wonderful work our dedicated Insights & Intelligence team are doing that has a real, positive impact on our customers’ businesses.

How to improve digital marketing ROI with Call Tracking

30 Jan 2023 in ,

How to improve digital marketing ROI with Call Tracking

Whether you base your marketing success on how many leads you have in the pipeline, or the number of new customer wins, improving your bottom line is always going to be a priority. To properly understand where your leads and customers are coming from, you need draw the links between the campaigns...

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

26 Jan 2023 in

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

Over the last 12 months, the UK has weathered many storms, from the rising cost of energy to soaring interest rates. As we reflect on 2022, one common trend arises – 2022 can be remembered as the year businesses failed on customer experience.

Everything you need to know to improve your call centre reporting

25 Jan 2023 in

Everything you need to know to improve your call centre reporting

When it comes to making your contact centre operations more efficient, data is king. Focused insights and reporting in your contact centre can show you what you’re getting right, and where you could make improvements to enhance the customer experience and boost your bottom-line.

3 winning strategies to boost call centre customer retention

18 Jan 2023 in

3 winning strategies to boost call centre customer retention

What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The ability to boost and improve customer retention in your call centre is an integral part of building a sustainable...

Building brand loyalty – The real cost of poor customer experience

12 Jan 2023 in

Building brand loyalty – The real cost of poor customer experience

The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next 12 months to have sufficient funds.

4 top tips to create a five-star call centre agent training programme

11 Jan 2023 in

4 top tips to create a five-star call centre agent training programme

With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences. 84% of customers would be less likely to return to a brand after a poor customer call experience, according to our ...

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