The use of NLP to Improve agent performance
Call centers play a crucial role in many businesses, as they are often the first point of contact for customers. Ensuring that agents are...
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Jan 25, 2022
Average Talk Time in Lead Generation
Call center average talk time, also known as average handle time (AHT), is a measure of how long agents spend on each call. This metric...
Dec 14, 2021
Rising levels of call centre staff being abused and even stalked
With the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...
Dec 3, 2021
Christmas is almost upon us
This has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...
Nov 23, 2021
Data Efficiencies from Segmentation in the Call Centre
Data is a crucial component of call centers, as it provides valuable insights into customer behavior, preferences, and needs. By...
Nov 16, 2021
Most agents believe AI will support their roles.
94% of contact centre agents say artificial intelligence will support them in their roles – Cirrus research reveals positive frontline...
Nov 9, 2021
Less than 30% of businesses prioritise full customer journey
A new study has revealed less than 30% of businesses are prioritising the customer journey from start to end. The same report, from...
Nov 2, 2021
Outsourcing your lead generation
The developing role of call centres One of the significant contributions to the economies of many nations is the lead-generating call...
Oct 19, 2021
Poor service impacts consumer brand loyalty
AI automated contact centre company Replicant has released the results of a new survey into customer service. Based on an online survey...
Oct 12, 2021
Talkdesk finds hold time soared to 71% Post-COVID
Talkdesk has released findings of a new report that has given a fascinating insight into contact centre metrics, with the average talk...
Oct 5, 2021
Google unveils contact centre offering at Enterprise Connect
Google is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys,...
Sep 14, 2021
Lead generation: Will it work for you?
What does a lead generation company do? In the digital age we live in today we only have to enter a few keywords into a search engine to...
Sep 7, 2021
30% of customers ended long-term brand relationships
Five9 shared research that revealed that 30% of customers left brands they had previously been loyal to in the last year. The study also...
Aug 3, 2021
Customer data: Best weapon in customer satisfaction battle
Customer satisfaction as a differentiator is nothing new, but the ways in which that satisfaction can be met has evolved dramatically in...
Jul 13, 2021
How to launch a call deflection strategy
The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with...
Apr 22, 2021
New offices for XL Marketing
As we come out of the latest lockdown, XL Marketing are pleased to announce they have just moved to a new office location, around the...
Mar 10, 2021
Managing Quality Assurance in the contact centre
Despite customers demanding higher service levels and a better service experience, quality assurance (QA) processes are not formalised in...
Feb 24, 2021
End-to-End Contact Centre Management
The pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...
Feb 16, 2021
Why Does Call Duration or Talk Time Matter in the CX World?
The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...
Feb 3, 2021
The value of AI in quality management
For decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...
Lead Generation, Telemarketing, Outsourcing Experts in North West of England
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