News & views: Marketing

19 Oct 2022 | 6 min read

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,...

12 Oct 2022 | 4 min read

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...

6 Oct 2022 | 5 min read

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...

5 Oct 2022 | 3 min read

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...

28 Sep 2022 | 3 min read

Marketing

The growing importance of call insight data in the financial services industry

Covid-19 was the ultimate operational sucker punch, testing financial service institution’s (FSIs) resilience in unprecedented ways. But now they are emerging even stronger. FSIs now...

22 Sep 2022 | 5 min read

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...

14 Sep 2022 | 3 min read

Marketing

Automotive dealers must be plugged in to what their customers want

There hasn’t been much good news for the automotive industry over the past two years. Brexit, Covid-19 and horrendous supply chain backlogs have seen growth in the sector stall.

22 Aug 2022 | 5 min read

Marketing

How to increase your call centre sales using call quality monitoring

"This call is being recorded for quality and training purposes." We’re all familiar with the idea of monitoring calls, as consumers and businesses, but how can you use this kind of...

15 Aug 2022 | 5 min read

Marketing

Call centre selling: 4 innovative and creative strategies to sell

When the going gets tough, the tough get creative. Research has shown customer expectations are rising, with 90% of customers saying customer service is an important factor in their...