News & Views
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...
8 Feb 2023 in Marketing
How to track, measure & improve call centre agent performance
What’s on your contact centre wish list for 2023? Faster training, reduced agent churn, increased customer satisfaction and boosted revenues? If you’re keen to transform your operations this year, you can’t find a better starting point than taking a closer look at your call centre agent performance.
1 Feb 2023 in Marketing
Why you should be using 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
Insight & Impact episode 1: What the heck are call drivers?
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.
30 Jan 2023 in Marketing,Digital Marketing
How 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...
30 Jan 2023 in Marketing
Optimising your marketing budget: Key factors to consider
Given the current climate, it’s no surprise marketing budgets are under close scrutiny and optimising your marketing budget is likely going to be a key area of focus. Every penny you spend must contribute to revenue growth, so you’ll need to carefully consider the marketing activities you invest in.
26 Jan 2023 in Marketing
Pulse Check: 2022 to be remembered as 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
Everything you need to know 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.
19 Jan 2023 in Interviews
MarTech360 Interview with Warren Newbert
In 2023, all businesses will aim to achieve greater degrees of agility, resilience, and flexibility— and for call centres, these elements continue to be essential to long-term business success.