Insights

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Knowledge

AI Would Agree: ‘How to Make Friends and Influence People’ with Behavioural Scientist & Designer, Babs Crane

Key factors of behavioural design and when you should start questioning the morality of it

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May 10, 2022
Knowledge

Reinventing Outbound Retention & Resolutions: From First Contact to Brand Ambassador

Building a contact strategy that makes your customers feel like an individual

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May 5, 2022
Knowledge

AI Would Agree: ‘Being Vulnerable’ with Vulnerable CX Coach Carolyn Delehanty

We chat with an expert to help identify vulnerability, coach agents and choose the best tools

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May 4, 2022
News

TMAC Product Updates: Listen & Learn New Features

Latest updates to our Conversation Analytics and Coaching & Performance Management Platforms

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May 3, 2022
Knowledge

How Current Events are Changing the Way Contact Centres Operate

How to better prepare for major world events that effect contact centres

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April 29, 2022
Knowledge

Reinventing Outbound Collections and Recovery: Bringing ‘Debt Collection’ into the 21st Century

We discuss how omnichannel contact and 'soft' language boosts your customer lifetime value

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April 11, 2022
Knowledge

The FCA Consumer Duty Act: Making Contact Centres Protect Their Most Vulnerable Customers

What we know so far about the Consumer Duty Act and how it will protect vulnerable customers

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April 8, 2022
Knowledge

TMAC Cheat Sheets: Using Webchats as Part of an Omnichannel Customer Experience

We've taken almost 100,000 webchats and analysed them to provide you with invaluable insights

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April 6, 2022
Knowledge

Rising Energy Prices: Handling Customer Complaints in Contact Centres

With energy prices rising, complaints will follow, what can you do to help your agents?

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March 30, 2022
Knowledge

Managing Contact Centre Demand Whilst Energy Prices Skyrocket

We cover why FAQs, webchat and better agent training will all be vital over the coming months

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March 29, 2022
Knowledge

Reinventing Outbound Service: Proactively Engaging Your Customers

We discuss opportunities you're probably missing by ignoring outbound customer service

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March 28, 2022
Case Studies

Identifying £700k Worth of Opportunities for a Leading B2B Utility Firm Using Speech Analytics

How TMAC provided a massive 29x ROI by identifying areas of improvement and enhancing process

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March 23, 2022