Articles by Matt McGillicuddy
19 Sep 2023 in Marketing
4 essential call tracking metrics you should be measuring
How many calls does your call center handle on any given day? How many are new or returning customers? How did they find you? If you’re keen to improve the performance of your contact center, tracking the call metrics that matter most to you will give you a clear vision of where improvements need...
12 Sep 2023 in Marketing
What is call tracking and why should marketers use it?
The digital revolution has brought many benefits for businesses and consumers alike. At the same time, it’s also added a level of complexity to the customer journey. Customers can engage with brands across a variety of touchpoints, from the above-the-line activity that grabbed their attention on...
30 Aug 2023 in Interviews
Insights & Impact Ep.8: How to drive conversions with agent coaching
In this Insight & Impact episode, we’re joined by our Business Intelligence and Speech Analyst, Jenn Gaskell, who tells us all about how to drive conversions with agent coaching. Every sales leader knows how important effective agent coaching is, but they’re often faced with the challenge of...
31 Jul 2023 in News
Average sales close rates by industry: What's a good ratio?
In an increasingly uncertain and competitive environment, sales and marketing teams are feeling the pressure to deliver more profit with less budget. You work hard on building a healthy pipeline, but do you know how many of those leads are successfully converting into satisfied customers?
27 Jul 2023 in Interviews
Insights & Impact Ep.7: The key to effective agent training
Any sales and service team will be keen to implement effective agent training programs that create top-performing agents. When a customer picks up the phone, you want to make sure the experience they get matches their expectations. You also want to make sure these calls have the outcomes you’re...
10 Jul 2023 in Marketing
The future of B2B advertising
What does the future of B2B advertising hold? In an increasingly saturated space, B2B marketers need to find ways to stand out from the crowd. We’re in turbulent times and, chances are, you’re up against multiple competitors with similar product or service offerings. That’s why simply highlighting...
26 Jun 2023 in Interviews
Insights & Impact episode 6: Acing First Call Resolution (FCR)
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
25 May 2023 in Interviews
Insights & Impact Ep.5: Reducing Average Handling Times (AHT)
Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being...
27 Apr 2023 in 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 their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively...