Articles by Matt McGillicuddy

10 Nov 2022 | 1 min read

Marketing

Understanding the Moments That Matter for your customers

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer...

9 Nov 2022 | 8 min read

Marketing

Top tips for improving AHT in your call centre

You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers...

2 Nov 2022 | 9 min read

Making every moment count: How to lower your after-call work rates

Your agents are superstars. They’re juggling hundreds, if not thousands, of calls every day. They’re doing their best to make customers happy, and they’re the first point of human...

26 Oct 2022 | 5 min read

Marketing

How tracking phone calls can enhance customer experience analytics

When it comes to brand perception, experiences are more important than ever. We don’t mean the experiential pop-up shop kind of experience; we mean the actual experience of talking to...

20 Oct 2022 | 2 min read

Marketing

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...

19 Oct 2022 | 6 min read

Marketing

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,...

12 Oct 2022 | 4 min read

Marketing

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...

6 Oct 2022 | 5 min read

Marketing

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...

5 Oct 2022 | 3 min read

Marketing

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...