Articles by Lucy McCormick

The importance of call centre agent coaching

31 May 2023 in

The importance of call centre agent coaching

A wise person once said – “you learn something new every day”. When it comes to creating a more efficient call centre and five-star agents, this couldn’t be truer. With consumer expectations on the rise and increased competition, the race is on to provide best-in-class call centre agent coaching...

Driving customer conversions with call intelligence

17 May 2023 in

Driving customer conversions with call intelligence

Good things in life come to those who wait. While it’s highly unlikely your customers have their credit cards ready to go the second they pick up the phone or click your PPC ad, there are ways to speed up the path to conversion.

The importance of integrating call tracking with your CRM

10 May 2023 in

The importance of integrating call tracking with your CRM

In an increasingly competitive consumer age, your customers want you to go the extra mile. According to our research, 84% of customers would be less likely to return to a brand after a poor customer call experience. So, you need to be ready to provide five-star customer experiences, but how can you...

The benefits of omnichannel customer service for contact centres

19 Apr 2023 in

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 7% of customers, they generate 27% of all sales!

The future of speech analytics: Trends and predictions

12 Apr 2023 in

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 take calls one step further, by analysing inbound and outbound calls to extract valuable insights that improve...

The ultimate benefits of Artificial Intelligence (AI) for call centres

5 Apr 2023 in

The ultimate benefits of Artificial Intelligence (AI) for call centres

What comes to mind when you think of Artificial Intelligence (AI)? Sentient computers? Harrison Ford in Blade Runner? It’s not just the stuff of the silver screen, AI for call centres helps you automate time-consuming admin tasks, improve your overall performance and, most importantly, provide...

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