News & Views

Calls are fuel: Why call data is fuel for automotive dealers

20 Oct 2022 in

Calls are fuel: Why call data is fuel for automotive dealers

Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add to that two years of limited contact and financial strains, and it becomes clear that the car-buying landscape has...

Surprise & delight: How to improve customer satisfaction in your call centres

19 Oct 2022 in

Surprise & delight: How to improve customer satisfaction in your call centres

We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions, offering tailored solutions and most importantly, tracking and increasing customer satisfaction.

How to create a customer experience map – the quick start guide

12 Oct 2022 in

How to create a customer experience map – the quick start guide

Charting the journey to customer conversion is never smooth sailing, with so many channels and potential snags in the experience that could steer sales off course. Creating better customer experiences is priority number one for many businesses and according to research, customer-centric companies...

7 call centre best practices to boost performance

6 Oct 2022 in

7 call centre best practices to boost performance

If you’re responsible for call centres, you know that great customer service matters. Instinct alone tells us that we want to spend money with businesses who treat their customers right. But if we were to sit down and try to quantify what a great call centre is worth, how much are we talking?

Pulse Check: UK energy companies inundated with calls due to price hikes

5 Oct 2022 in

Pulse Check: UK energy companies inundated with calls due to price hikes

As temperatures plummet and the new energy price cap comes into effect on October 1st, our call tracking data shows that UK energy companies should expect significant spikes in consumer call volumes, related to the conversation around price cap increases.

The growing importance of call tracking data in the financial services industry

28 Sep 2022 in

The growing importance of call tracking data in the financial services industry

Covid-19 was the ultimate operational sucker punch, testing financial service institution’s (FSIs) resilience in unprecedented ways. But now they are emerging even stronger. FSIs now have the conviction and power to overcome almost any challenge that comes their way, despite the complexity of their...

Set your call centre agents up for success: 5 essential skills to master

22 Sep 2022 in

Set your call centre agents up for success: 5 essential skills to master

It’s every contact centre leader’s dream to have a team packed with high-flying agents that can effortlessly reduce handling times, boost conversion rates and delight every single customer, every time. By focusing on the right skills, your dreams could become reality.

Car dealers must be plugged in to what their customers want

14 Sep 2022 in

Car dealers must be plugged in to what their customers want

There hasn’t been much good news for the automotive industry over the past two years. Brexit, Covid-19 and horrendous supply chain backlogs have seen growth in the sector stall.

How to Track Phone Call Conversions in Google Analytics

6 Sep 2022 in

How to Track Phone Call Conversions in Google Analytics

If your business relies on converting customers over the phone, it’s vital that you’re able to accurately log calls and conversions, as well as keeping an eye on where your leads are coming from. This becomes even more crucial if you’re running marketing campaigns online, in the hope of triggering...

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