Welcome to the 
​10 Minute Toolkit

Within each toolkit, discover the why, the how, and the tools to win more business with Call Analytics, Conversation Analytics and Recording.


Discover key market drivers, unlock your potential, and access a suite of high-impact resources—from campaign materials to training guides—all designed to accelerate your success. 

How to Use This Toolkit

This toolkit is for sales teams and marketers within the channel. In every issue we demonstrate the opportunity for partners, and provide resources for campaigns, education, and training. 

Got a question, or need something specific? Please contact your Customer Success or Account Manager.

Access Previous Issues

How do Businesses Use Call Analytics?

Issue 8

Read the Issue

Call Analytics for Sales Teams

Issue 7

Read the Issue

Call Analytics for Microsoft Teams

Issue 6

Read the Issue

The Top 7 Call Analytics Features

Issue 5

Read the Issue

​Customer Journey
​

Issue 4

Read the Issue

Customer Experience
​

Issue 3

Read the Issue

​Quick Wins with Analytics

Issue 2

Read the Issue

Hybrid Working

​

Issue 1

Read the Issue

​​​​Latest Edition: Issue 8
​How do Businesses use Call Analytics?

In this Issue: 

Every successful business relies on three key pillars: 

  1. Understanding customers
  2. Driving productivity
  3. Managing service levels. 


All of these pillars can be enhanced with call analytics and recording. When you deliver these solutions to your own customers, you'll help them strengthen their business and cement your relationship as a valued partner. 


In this 10-Minute Toolkit, you’ll learn how to recognize key triggers, ask the right questions, and showcase how analytics empowers customers with actionable insights to adapt quickly, plan ahead, and make proactive decisions that reduce churn and strengthen loyalty.


Understanding Customers

Many businesses struggle with long wait times or a lack of visibility into their customer interactions. Call Analytics provides the visibility businesses need to make data-driven decisions, improve response times and meet customer expectations.


 When speaking with customers, listen for these triggers:
  • “We don’t know when our busiest call times will be.”
  • “Customers are complaining about wait times.”
  • “We don’t know if our response times are meeting expectations.”


To uncover deeper needs, ask:
  • When are your customers calling?
  • How long do they wait to be answered?
  • Do you think you are meeting their expectations?


Driving Productivity

Productivity isn’t just about working hard—it’s about working smart. Many businesses struggle with inefficient time management, unbalanced workloads, and a lack of insight into performance. With Call and Conversation Analytics, customers can gain real-time and historical insights to drive team performance, fuel smarter strategies and manage service levels to maximise revenue and improve customer engagement.


When speaking with customers, listen for these triggers:
  • “Our employees are spending too long on calls.”
  • “Some teams are overloaded while others are underutilized.”
  • “We don’t know who our top performers are or how they work best.”


To open up the conversation, ask:
  • Are you spending the right amount of time on calls?
  • Is workload balanced across individuals and teams?
  • Who are your best performers and what are their habits?


Managing Service Levels

Inconsistent service and missed follow-ups can impact customer loyalty and result in losing opportunities to competitors. Analytics enables customers to gain full visibility into service performance, make the best of every opportunity and helps to reduce churn and strengthen loyalty.


When speaking with customers, listen for these triggers:
  • “We’re not sure how many calls we're missing.”
  • “We don’t have a way to track if service levels are dipping.”
  • “Our customers are experiencing inconsistent service.”


To open up the conversation, ask:

  • Are you providing a consistent level of service?
  • How many calls are you missing, and are you following up?
  • Does service dip below expectations at any point in the day?


Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

Caption: 📊 Understanding what drives call volumes shouldn’t be a guessing game.

Call Analytics gives you the clarity you need to uncover patterns, reduce unnecessary contacts, and improve customer outcomes.

Turn your data into direction!

#CallAnalytics #CustomerExperience #BusinessInsights #DigitalTransformation #ContactCentres

Caption:📈AI analytics is no longer a future advantage—it’s a current necessity.

By highlighting breakdowns in your processes, AI empowers you to take action where it matters most.
Turn insights into improvements that drive real business impact.

#AIAnalytics #BusinessInsights #ProcessImprovement #CustomerExperience #DigitalTransformation

Caption: Ready to turn insight into performance? 🔍➡️🚀

Call Analytics helps you identify what top-performing agents do best—so you can scale success across your team.

Make every conversation count!

#CallAnalytics #CustomerExperience #PerformanceInsights #CX #ContactCentre #DataDrivenSuccess

Campaign Resources - Videos

​Use these clips on social media or campaign landing pages. Combine with your own call to action for more information, a consultation, or a product demo.

Missed Calls

Download the video here

Busy Periods

Download the video here

Managing Performance 

Download the video here

Remote Working

Further Reading & Resources

Learn more about the opportunity with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


For more information please contact your account manager.



​​Issue 7
​Call Analytics for Sales Teams

In this Issue:

Unlocking the true potential of a sales team requires more than just persuasive pitches and charming personalities. In today's fast-paced business environment, data-driven insights have become the key to success. This is where call analytics steps in as a game-changer. By delving into the statistics and patterns behind every call, sales teams can gain a deeper understanding of their prospects, optimize their strategies, and ultimately drive remarkable results.


In this 10-Minute Toolkit, we'll help you to demonstrate to your customers how call analytics empowers sales teams, shedding light on how these powerful insights can inform and elevate sales practices to new heights.

Did You Know?

Campaign Resources - Videos

​Use these clips on social media or campaign landing pages. Combine with your own call to action for more information, a consultation, or a product demo.

​Download the video here 

Download the video here 

​​​Issue 6
​Call Analytics for Microsoft TeamsCall Analytics for Microsoft Teams

In this Issue:


Microsoft Teams is rapidly gaining traction as a pivotal platform for making and receiving phone calls. As end customers make the change, they are keen to implement call analytics and reporting that delivers the same, or better experience than on their previous platform.

As a result, demand for call analytics on Microsoft Teams is high. As a result, demand for call analytics on Microsoft Teams is high. With insightful metrics 


at their fingertips, businesses can optimize their customer journeys, ultimately creating delightful and memorable interactions.


As Teams continues to gain traction as the go-to platform for business calls, leveraging call analytics becomes imperative for partners offering Teams Phone if they are to stay attuned to and exceed customer expectations.


​Call Analytics and Microsoft Teams Phone at a Glance


Campaign Resources - Videos

Use these videos on social and email campaign landing pages to increase engagement. 

Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

​Use this clip on social media or a campaign landing page. Combine with your own call to action for more information, a consultation, or a product demo.

Discover Analytics 365 Call Analytics for Microsoft Teams, the easiest way to drive performance, meet your SLAs and maximize revenue. 
#MicrosoftTeams #CallAnalytics #Performance

Drive performance on Teams with Analytics 365 Call Analytics. Evaluate agents against KPIs, understand and promote best practice and monitor trends to keep on the pulse of your performance. #MicrosoftTeams #CallAnalytics #Performance

Elevate your customer service with Analytics 365 Call Analytics for Microsoft Teams. Optimize resources around peak hours, improve your grade of service and upskill agents with insight at the touch of a button.
#MicrosoftTeams #CallAnalytics #Performance

Boost your bottom line with Analytics 365 Call Analytics for Microsoft Teams. Get the data you need to understand how long your callers are prepared to wait, turn missed calls into found opportunities, and treat your customers to the very best experience. #MicrosoftTeams #CallAnalytics #Performance

Further Reading & Resources

Learn more about the opportunity with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


For more information please contact your account manager.

https://www.uctoday.com/unified-communications/tollring-introduces-icall-suite-call-analytics-for-teams/

https://www.technologyrecord.com/article/maximising-teams-phone-performance-with-analytics

​​​Issue 5
The Top 7 Call Analytics Features


In this Issue:


Call Analytics makes it easy for businesses to drive performance, even when they’re working remotely. It’s visual, easy to use, and adds significant value to every sale to drive your revenues and reduce churn. As we head into a new financial year, it's a great time to remind customers of how data around their customer communications can underpin better decision making and transform customer experience.



Week 1: Remote Working | Social Posts 
The age of remote and hybrid working is here to stay! Whether you have a team of 2 or 2,000, call analytics drivers results and motivates staff. #HybridWorking #CustomerExperience #Analytics#HybridWorking #CustomerExperience #Analytics

Week 3: Missed Calls | Social Posts 

57% of callers won't leave a message or call back if you don't pick up. Turned missed calls into found customers with call analytics. #HybridWorking #CustomerExperience #Analytics


Week 5: Manage From Anywhere | Social Posts 

Stay on top of productivity and put your customers first by managing your team on the go. Call analytics helps you to protect customer experience no matter where you are. #HybridWorking #CustomerExperience #Analytics


Download the Video

Week 7 : Executive Summary | Social Posts 

Keep on track with high level insights into your team's effectiveness. Call analytics summary reports make it easy to stay informed, all of the time. #HybridWorking #CustomerExperience #Analytics


Download the Video

From our conversations with the Channel, we've identified the top 7 Call Analytics features that, when highlighted in the sales process, seal the deal. For each of these features, we have created a short video - optimised for social media - and a post that you can use alongside it. Try scheduling these posts once a week, and augment with Account Manager or Email activity, to raise demand for Call Analytics within your customer base.

Week 2: Wallboard | Social Posts 

No matter where you're working from, get a customised view of  business productivity against your most important KPIs with call analytics. #HybridWorking #CustomerExperience #Analytic


Download the Video

Week 4: Busy Periods | Social Posts 

By using call analytics to identify your busiest periods, you can make sure you resource effectively - reducing staff stress and improving the experience for your customers. #HybridWorking #CustomerExperience #Analytics


Download the Video

Week 6: Schedule Reports | Social Posts 

Ensure you make the best decisions by using call analytics to deliver you - and your colleagues - the right information at the right time. #HybridWorking #CustomerExperience #Analytics


Download the Video

Further Reading & Resources

Learn more with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


Resolving Missed Calls: The Key to Transforming
Customer Service - White Paper
Companies invest large sums in Customer Experience Management (CEM) and enabling technologies, but in many cases fail to satisfy customers as many calls are left unresolved.

Do you really 'know' your customers?
Customer care can be punctured by the simplest and most ubiquitous business experience - the telephone call.

Training Courses:
Training for partners and end users
Want to learn more about our call analytics and call recording solutions?
​​
​Contact us to find out more about our training courses and take your knowledge to the next level. 

​​​​​Issue 4
​Customer Journey

In this Issue:

Businesses need to understand how customers contact them, how that customer touches different parts of their organisation, how interactions get resolved, and how customers feel about their experience. It’s not enough to just look at a snapshot of an engagement and extrapolate what their experience might have been; it’s about capturing the journey of each customer’s phone call and understanding where it takes them. 

Customer Journey At  A Glance:


Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

How to Understand the Customer Journey:
It’s not enough to just capture snapshots of engagement! Prioritise your #CustomerJourney by introducing #analytics that span your whole business.

Call Analytics Drives New Opportunities:
​The highest value contact centre isn't a contact centre. Customer-facing teams drive business and understanding their performance is key to understanding #CustomerExperience. 

In our new hybrid working world, the cleanliness of the customer journey is critical. The shorter and more efficient the journey, the better the customer experience – and good experiences lead to greater loyalty and retention. Our Call Analytics has a large number of metrics that help businesses to understand their customer journeys, making it easier than ever to create journeys that surprise and delight.

Campaign Resources - Videos

Use these videos on social and email campaign landing pages to increase engagement. 

Call Journey Experience
Use this clip on social media or a campaign landing page. Combine with your own call to action for more information, a consultation, or a product demo.
​00:43, MP4, 4.26MB. 


Customer Experience impacts the bottom line:
​#CustomerJourney analytics is a shortcut to identifying why your customers behave the way they do. Tie your #CustomerExperience efforts to financial outcomes and start driving performance today. 

Further Reading & Resources


Learn more about the opportunity with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


Understanding and Leveraging Customer Experience - White Paper

Download White Paper


Will Your Customer Journey Map Bypass the Call Centre? ​The Rise of the Customer-Centric Marketplace - White Paper
Happy customers are not found. They are created. They emerge out of various encounters with your company. The sum of these encounters is known as the ‘customer experience’. 


Download White Paper


Training Courses:
Training for partners and end users
Learn more about how call analytics can improve customer experience by joining one of our training courses. 

Contact us to find out more about our training courses and take your knowledge to the next level. 

​​​Issue 3
Customer Experience

In this Issue:

Improving customer experience in organisations must start by mapping the customer journey for all interactions across the entire business. Then, when armed with rich analytics, organisations can monitor the effectiveness of their customer contact, such as the time taken to resolve enquiries, alongside averages and trends. Over 50% of businesses now say their use of real time customer analytics has provided them with a significantly better understanding of, and strengthened, the customer journey.

​Customer Experience At  A Glance:


Campaign Resources - Videos

Use these videos on social and email campaign landing pages to increase engagement. 

Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

Differentiate with CX
This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

​00:17, MP4, 1.57MP.

Click to download

Analytics for CX
​This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

00:34, MP4, 3.12MP. 

Click to download

Customer Journey:
How can #CallAnalytics help improve the #CustomerJourney and your #CustomerExperience? Contact us to discover how you can arm yourself with rich #analytics that reflect customer interactions across your business.

VIP Customers:
Do you use #CallAnalytics? Easily monitor inbound and outbound calls, including those from VIP customers, to boost #CustomerExperience and improve your #CustomerJourney.

Quality Assurance:
With #CallAnalytics, you can #QualityAssure your #CustomerJourney, ensuring your #CustomerExperience is at its best. Always!

Further Reading & Resources


Learn more about the opportunity with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


Understanding and Leveraging Customer Experience - White Paper

Download White Paper


Will Your Customer Journey Map Bypass the Call Centre? ​The Rise of the Customer-Centric Marketplace - White Paper
Happy customers are not found. They are created. They emerge out of various encounters with your company. The sum of these encounters is known as the ‘customer experience’. 


Download White Paper


Training Courses:

Training for partners and end users
Learn more about how call analytics can improve customer experience by joining one of our training courses. 

Contact us to find out more about our training courses and take your knowledge to the next level. 

Customer First: Driving Success in the Age of CX - Article


Differentiation is key if businesses are to compete effectively, and as global communities and marketplaces become the norm, companies are turning to customer experience in order to achieve that.


​​​Issue 2
​Quick Wins with Analytics

In this Issue:

As the world adjusts to the 'new normal', analytics is playing a bigger part in business success than ever before. In fact, in a recent study 64% of companies ranked improved efficiency and productivity as the top benefit realised through the use of data and analytics.

Call analytics are particularly important, and are often the only way to gain a view of productivity, business performance and customer experience. In this toolkit, we focus on how call analytics delivers quick wins for end customers, including a look at three features that partners tell us are a magic bullet for their solution sales: the Executive Summary, the Unreturned Missed Calls list, and Busy Period analysis.

​Quick wins with analytics at a glance:


Campaign Resources - Videos

Use these videos on social and email campaign landing pages to increase engagement. 

Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

Executive Summary
This video demonstrates the value of the "Executive Summary" feature within call analytics. This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

00:17, MP4, 1.92MB.

Click to download.

Missed Calls
The unreturned missed call list makes it easy to reduce business lost through missed calls.
​This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

00:18, MP4, 1.52MB. 

Click to download.

Busy Periods
Busy periods are one of the first places to start when looking to improve customer experience.
​This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

00:23, MP4, 2.43MB. 

Click to download.

Executive Summary social post:
Improve your team's effectiveness and keep staff motivated using the Executive Summary reports available with #CallAnalytics. Enable managers to quickly identify anomalies with high level, consolidated summary reports.

Missed Calls social post:
Did you know, 57% of callers never leave a message or call back?
Use #CallAnalytics to turn these missed calls into customers and boost #CustomerExperience.

Busy Periods social post:
Use #CallAnalytics to access call volume statistics to identify busiest periods and use insights to schedule meetings in quiet times. Improve customer relationships and #CustomerExperience during peak times.

Further Reading & Resources


Learn more about the opportunity with our additional resources. Use thought leadership articles to boost engagement and credibility of email campaigns, account manager and company social media content, or as inspiration for your own blog.


Understanding and Leveraging Customer Experience - White Paper

Customer experience is overtaking price and product as a key differentiator, meaning it is essential for businesses to understand how their customers engage across all relevant media channels, and across all departments and business functions.

Download White Paper


Resolving Missed Calls: The Key to Transforming Customer Service - 

White Paper

Companies invest large sums in Customer Experience Management (CEM) and enabling technologies, but in many cases fail to satisfy customers as many calls are left unresolved.Do you really 'know' your customers?Customer care can be punctured by the simplest and most ubiquitous business experience - the telephone call.


Download White Paper


Training Courses:

Training for partners and end users
Learn more about how call analytics can improve customer experience by joining one of our training courses. 

Contact us to find out more about our training courses and take your knowledge to the next level. 

​​​Issue 1
Hybrid Working​

In this Issue:

As we work to discover our new normal, the majority of businesses are saying that they will allow many staff to continue working from home on a regular basis. As a result, we are seeing great increase in demand for call analytics and recording solutions that make hybrid working more effective, and ultimately drive business performance. In fact, 87% of employers say they anticipate prioritising tech and digital infrastructure investments that support sustained remote work (BCG COVID-19 Employee survey).
​
Tap into the opportunity by making hybrid working a key focus for your sales conversations and marketing activity.

Analytics for remote and distributed teams at a glance:

Campaign Resources - Videos

Use these videos on social and email campaign landing pages to increase engagement. 

Social

Use these posts to quickly and easily drive awareness of how to achieve great customer experience or edit to make them your own. Don't forget to add your landing page URL!

Help remote staff feel connected using call analytics.
This short clip is optimised for social media use. Combine with your own call to action for a landing page with more information, a consultation, or a product demo.

00:12, MP4, 1.05MB. 

Click to download.

How remote teams can leverage analytics to maintain customer experience.
This longer clip performs well on social media as well as landing pages. Take it to the next level by repurposing the script as the basis for an email campaign.

01:39. SD 540p 11.16MB. 

Click to download.


Missed Calls social post:
Did you know, 57% of callers never leave a message or call back?
Use #CallAnalytics to turn these missed calls into customers and boost #CustomerExperience.


Further Reading & Resources


The remote working opportunity is relevant for businesses in almost every sector, as it is expected that over 86% of all businesses will allow at least some employees to work from home regularly in future (Gartner). 


Download Use Cases

View Case Studies

Training Courses:

Training for partners and end users
Learn more about how call analytics can improve customer experience by joining one of our training courses. 

Contact us to find out more about our training courses and take your knowledge to the next level. 

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