Articles by Matt McGillicuddy

11 Jan 2023 | 5 min read

Marketing

4 top tips to create a five-star call centre agent training programme

With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences....

4 Jan 2023 | 6 min read

Marketing

5 tactics to improve call centre efficiency

Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry...

19 Dec 2022 | 4 min read

Marketing

Contact center predictions for 2023: What’s next?

The holiday season is upon us, but as we bid farewell to 2022 with many, many mince pies, we also have one eye on the future.

15 Dec 2022 | 2 min read

Marketing

Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences

It’s the most wonderful time of the year! As brands battle for consumer spend in this key retail period, our data is showing there has been a significant year-on year-spike in call...

5 Dec 2022 | 3 min read

Marketing

Creating the calm in the chaos: nailing customer experience

Almost half of consumers agree they have been on the end of a poor call in the last 6 months, according to our recent Moments That Matter survey. Call centres often represent the only...

30 Nov 2022 | 8 min read

Marketing

How to supercharge your customer engagement strategy

Every relationship involves give and take. You cook dinner; your partner does the dishes. You take your dog for a walk; they don’t chew your slippers. The same is true of business, if...

23 Nov 2022 | 3 min read

Marketing

How to spot the make-or-break moments in your call center to improve CX

Have you ever felt the mood of a conversation change? When it comes to driving successful call outcomes, being able to spot those make-or-break moments in a call is a key skill. Your...

16 Nov 2022 | 5 min read

Marketing

First Call Resolution? What is it and how to measure it to improve CX

Have you ever called customer service… and then been forced to call again days or even hours later because your issue wasn’t resolved properly? It’s frustrating for everyone. Your...

15 Nov 2022 | 3 min read

Marketing

Pulse Check: Consumer anxiety increases as banks struggle to meet caller needs

As the economic uncertainty deepens in the UK and interest rates continue to soar, our call tracking data over the last few weeks has shown a major spike in call volumes to banks and...