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...
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30 Mar 2023 in Interviews
Getting granular with call drivers: Insights & Impact episode 3
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.
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29 Mar 2023 in News
4 proven ways to reduce call centre agent churn
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 in a timely fashion? This is known as call centre attrition and it can be very bad for business.
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15 Mar 2023 in Marketing
Tracking and reducing average wait times in your call center
Is there anything more frustrating than listening to the same tune over and over again while you sit on hold? It’s not just maddening for your customers, it’s also terrible for your profits.
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8 Mar 2023 in Marketing
4 tactics to increase Average Order Value in your call centre
The pressure is on for marketers and contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think that bringing more customers in is the best approach. But it isn’t the only way to grow and in fact, it...
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1 Mar 2023 in Marketing
Real time customer analytics: Using insights & data to enhance CX
These days, there’s so much more to customer loyalty than delivering the goods on time and in budget. Customers expect you to provide five-star experiences across the customer journey, from the initial research stage on your website or social media channels to their first call to your contact...
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1 Mar 2023 in Interviews
Identifying call drivers: Insights & Impact episode 2
We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers which helps our customers optimise marketing...
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22 Feb 2023 in Marketing
Marketing ROI: What is it and why is it important?
With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some reason, only 35% of marketers consider tracking ROI ‘very’ or ‘extremely’ important.
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13 Feb 2023 in Interviews,Marketing
How to leverage call insights to optimise B2B PR
B2B PR can be a huge growth driver – when you get it right. But, at a time when marketing budgets are super stretched, justifying spend on what is sometimes considered a “nice to have” can be tricky. Our Head of Brand, Matthew McGillicuddy, spoke with B2B Marketing and Champion Communications to...
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