News & views

27 Jul 2023 | 3 min read

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...

24 Jul 2023 | 7 min read

Digital Marketing

The Ultimate Guide To Call Monitoring: Tips, Tricks & FAQs

What if we told you that every single call that comes into your business, whether it’s a customer service enquiry or a sales lead, contains a goldmine of data that could take your...

19 Jul 2023 | 7 min read

Marketing

Optimizing your marketing budget: Key factors to consider

Given the current climate, it’s no surprise marketing budgets are under close scrutiny and optimizing your marketing budget is likely going to be a key area of focus. Every penny you...

10 Jul 2023 | 2 min read

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...

5 Jul 2023 | 6 min read

Interviews Digital Marketing

Partnering up to deliver delightful customer experiences

If you’re paying for a product or service, you want to see the results, right? Anybody would and that’s exactly what we help our partners do – clearly demonstrate the results they’re...

26 Jun 2023 | 2 min read

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...

21 Jun 2023 | 5 min read

News

Everything you need to know about agent scorecards

Every team has an Emma, and every team has a Dave. Emma is great at her job, is super engaged, and always hits her numbers. Dave – not so much. He’s not productive, never hits his...

15 Jun 2023 | 5 min read

News

Scorecards: they'll transform your customer and agent experience

Every sales team and contact centre leader want their team to deliver an efficient, helpful, and consistent customer experience, but how?

31 May 2023 | 5 min read

Digital Marketing

The importance of call center agent coaching

A wise person once said – “you learn something new every day”. When it comes to creating a more efficient call centre and five-star agents, this couldn’t be truer. With consumer...