Articles by Lucy McCormick

5 Jul 2023 | 6 min read

Interviews Digital Marketing

Partnering up to deliver delightful customer experiences

If you’re paying for a product or service, you want to see the results, right? Anybody would and that’s exactly what we help our partners do – clearly demonstrate the results they’re...

21 Jun 2023 | 5 min read

News

Everything you need to know about agent scorecards

Every team has an Emma, and every team has a Dave. Emma is great at her job, is super engaged, and always hits her numbers. Dave – not so much. He’s not productive, never hits his...

31 May 2023 | 5 min read

Digital Marketing

The importance of call center 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...

10 May 2023 | 4 min read

Digital Marketing

Why it's important to integrate 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...

19 Apr 2023 | 4 min read

Digital Marketing

The benefits of omnichannel customer service for contact centers

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 | 4 min read

Digital Marketing

Trends and predictions: The future of speech analytics

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...