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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19 Apr 2023 in 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 7% of customers, they generate 27% of all sales!
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12 Apr 2023 in 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 take calls one step further, by analysing inbound and outbound calls to extract valuable insights that improve...
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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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22 Mar 2023 in Interviews
How data can improve customer call centre experience
Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call centre in a customer-first environment where customers are struggling, it can be quite challenging.
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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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14 Mar 2023 in
A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys
Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they happen across many platforms, both online and offline. And with the advent of a cookie-less world, it’s getting...
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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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