Articles by Matt McGillicuddy
1 Feb 2023 in Marketing
How to use call deflection to enhance the customer experience
In an increasingly digital age, customers expect brands to raise the bar if you want their business. When it comes to gaining a competitive advantage, customer experiences are the new battle front. And sometimes, providing an excellent customer experience is about stopping them picking up the phone...
30 Jan 2023 in Interviews
What the heck are call drivers? Insight & Impact episode 1
Ready to take your customer intel to the next level in 2023? We’re delighted to launch our Insight & Impact series, a brand-new series where we look at the wonderful work our dedicated Insights & Intelligence team are doing that has a real, positive impact on our customers’ businesses.
Learn to improve digital marketing ROI with Call Tracking
Whether you base your marketing success on how many leads you have in the pipeline, or the number of new customer wins, improving your bottom line is always going to be a priority. To properly understand where your leads and customers are coming from, you need draw the links between the campaigns...
26 Jan 2023 in Marketing
Pulse Check: 2022 – the year businesses failed on customer experience
Over the last 12 months, the UK has weathered many storms, from the rising cost of energy to soaring interest rates. As we reflect on 2022, one common trend arises – 2022 can be remembered as the year businesses failed on customer experience.
25 Jan 2023 in Marketing
How to improve your call centre reporting
When it comes to making your contact centre operations more efficient, data is king. Focused insights and reporting in your contact centre can show you what you’re getting right, and where you could make improvements to enhance the customer experience and boost your bottom-line.
18 Jan 2023 in Marketing
3 winning strategies to boost customer retention in your call centre
What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The ability to boost and improve customer retention in your call centre is an integral part of building a sustainable...
12 Jan 2023 in Marketing
Building brand loyalty: The true cost of bad customer experience
The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next 12 months to have sufficient funds.
11 Jan 2023 in Marketing
4 top tips to create a five-star call centre agent training programme
With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences. 84% of customers would be less likely to return to a brand after a poor customer call experience, according to our ...
4 Jan 2023 in Marketing
5 tactics to improve call centre efficiency
Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry that’s best resolved with a quick chat, they want to clarify something before committing to a purchase, or they...