Articles by Matt McGillicuddy
9 Nov 2022 in Marketing
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...
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.
26 Oct 2022 in Marketing
How call tracking can enhance customer experience analytics
When it comes to brand perception, experiences are more important than ever. We don’t mean the experiential pop-up shop kind of experience; we mean the actual experience of talking to your call agents or your salespeople. One in four customers are willing to pay up to 10% more if they know they’ll...
20 Oct 2022 in Marketing
Calls are fuel: The continued importance of call data for automotive dealers
Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add to that two years of limited contact and financial strains, and it becomes clear that the car-buying landscape has...
19 Oct 2022 in Marketing
How to improve customer satisfaction in your call centres
We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions, offering tailored solutions and most importantly, tracking and increasing customer satisfaction.
12 Oct 2022 in Marketing
The quick start guide to creating a customer experience map
Charting the journey to customer conversion is never smooth sailing, with so many channels and potential snags in the experience that could steer sales off course. Creating better customer experiences is priority number one for many businesses and according to research, customer-centric companies...
6 Oct 2022 in Marketing
7 call centre best practices you should be focused on
If you’re responsible for call centres, you know that great customer service matters. Instinct alone tells us that we want to spend money with businesses who treat their customers right. But if we were to sit down and try to quantify what a great call centre is worth, how much are we talking?
5 Oct 2022 in Marketing
Pulse Check: Energy companies inundated with calls due to price hikes
As temperatures plummet and the new energy price cap comes into effect on October 1st, our call tracking data shows that UK energy companies should expect significant spikes in consumer call volumes, related to the conversation around price cap increases.
22 Sep 2022 in Marketing
5 essential skills to set your call centre agents up for success
It’s every contact centre leader’s dream to have a team packed with high-flying agents that can effortlessly reduce handling times, boost conversion rates and delight every single customer, every time. By focusing on the right skills, your dreams could become reality.