19 Apr 2023 | 4 min read
Digital Marketing
The benefits of omnichannel customer service for contact centres
Customers expect everything, everywhere, all at once. Omnichannel customer service is quickly becoming the norm for consumers and according to research, while they may only represent...
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12 Apr 2023 | 5 min read
Digital Marketing
The future of speech analytics: Trends and predictions
In a consumer landscape filled with fleeting and anonymous touchpoints, calls are one of the most direct engagements you’ll have with your customer. Speech analytics enables you to...
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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.
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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...
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22 Mar 2023 | 4 min read
Interviews
How data can improve customer call centre experience
Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call...
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15 Mar 2023 | 6 min read
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...
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14 Mar 2023 | 6 min read
News
A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys
Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they...
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8 Mar 2023 | 6 min read
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...
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1 Mar 2023 | 7 min read
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,...
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