News & views

3 May 2023 | 4 min read

Digital Marketing

How to improve call compliance ahead of the new consumer duty

If you work in the FSI, no doubt you’ve heard plenty about the new Consumer Duty rules due to come into effect at the end of July. The time has come to start preparing, but what does...

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...

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...

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...

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.

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...

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...

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...

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...