Articles by Matt McGillicuddy

26 Jun 2023 | 3 min read

Interviews

Insights & Impact Ep.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...

8 Jun 2023 | 2 min read

Interviews

Insights & Impact Ep.5: Reducing Average Handling Times (AHT)

Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average...

27 Apr 2023 | 2 min read

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...

30 Mar 2023 | 2 min read

Interviews

Insights & Impact episode 3: Getting granular with call drivers

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.

29 Mar 2023 | 8 min read

News

4 proven ways to reduce call centre staff turnover

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...

15 Mar 2023 | 6 min read

Marketing

How to track and reduce average wait times in your call centre

There’s nothing more annoying than being on hold listening to the same tune over and over again. It’s frustrating for your customers, and it’s also terrible for your profits. According...

8 Mar 2023 | 6 min read

Marketing

4 tactics to increase average order value in your call centre

The pressure is on for contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think...

1 Mar 2023 | 7 min read

Marketing

Real time customer analytics: How to use data to enhance experiences

These days, there’s so much more to customer loyalty than delivering the goods on time and on budget. Customers expect you to provide five-star experiences across the customer journey,...

1 Mar 2023 | 1 min read

Interviews

Insights & Impact episode 2: Identifying call drivers

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights &...