Articles by Lucy McCormick

10 May 2023 | 5 min read

Digital Marketing

The importance of integrating call tracking with your CRM

In an increasingly competitive consumer age, your customers want you to go the extra mile. According to our research, 84% of customers would be less likely to return to a brand after a...

3 May 2023 | 4 min read

Digital Marketing

How to improve call compliance ahead of the new consumer duty

If you work in the FSI, no doubt you’ve heard plenty about the new Consumer Duty rules due to come into effect at the end of July. The time has come to start preparing, but what does...

19 Apr 2023 | 4 min read

Digital Marketing

The benefits of omnichannel customer service for contact centres

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...

12 Apr 2023 | 5 min read

Digital Marketing

The future of speech analytics: Trends and predictions

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...