Articles by Matt McGillicuddy

25 May 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

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.

29 Mar 2023 | 8 min read

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...

15 Mar 2023 | 5 min read

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...

8 Mar 2023 | 4 min read

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...

1 Mar 2023 | 5 min read

Marketing

Real time customer analytics: Using insights & data to enhance CX

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

1 Mar 2023 | 1 min read

Interviews

Identifying call drivers: Insights & Impact episode 2

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 &...

22 Feb 2023 | 4 min read

Marketing

Marketing ROI: What is it and why is it important?

With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some...