News & Views
26 Jan 2023 in Marketing
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.
25 Jan 2023 in Marketing
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.
19 Jan 2023 in Interviews
MarTech360 Interview with Warren Newbert
In 2023, all businesses will aim to achieve greater degrees of agility, resilience, and flexibility— and for call centres, these elements continue to be essential to long-term business success.
18 Jan 2023 in Marketing
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...
12 Jan 2023 in Marketing
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.
11 Jan 2023 in Marketing
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 ...
4 Jan 2023 in Marketing
5 tactics to improve call centre efficiency
Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry that’s best resolved with a quick chat, they want to clarify something before committing to a purchase, or they...
19 Dec 2022 in Marketing
What’s next? Contact centre predictions for 2023
The holiday season is upon us, but as we bid farewell to 2022 with many, many mince pies, we also have one eye on the future.
15 Dec 2022 in Marketing
UK retail Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences
It’s the most wonderful time of the year! As brands battle for consumer spend in this key retail period, our data is showing there has been a significant year-on year-spike in call volumes to retailers during Black Friday sales chaos.