News & Views

How data can improve customer call centre experience

22 Mar 2023 in

How data can improve customer call centre experience

Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call centre in a customer-first environment where customers are struggling, it can be quite challenging.

How to track and reduce average wait times in your call centre

15 Mar 2023 in

How to track and reduce average wait times in your call centre

Is there anything more frustrating than listening to the same tune over and over again while you sit on hold? It’s not just maddening for your customers, it’s also terrible for your profits.

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

14 Mar 2023 in

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they happen across many platforms, both online and offline. And with the advent of a cookie-less world, it’s getting...

4 tactics to increase average order value in your call centre

8 Mar 2023 in

4 tactics to increase average order value in your call centre

The pressure is on for marketers and contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think that bringing more customers in is the best approach. But it isn’t the only way to grow and in fact, it...

Real time customer analytics: How to use insights & data to enhance experiences

1 Mar 2023 in

Real time customer analytics: How to use insights & data to enhance experiences

These days, there’s so much more to customer loyalty than delivering the goods on time and in budget. Customers expect you to provide five-star experiences across the customer journey, from the initial research stage on your website or social media channels to their first call to your contact...

Insights & Impact episode 2: Identifying call drivers

1 Mar 2023 in

Insights & Impact episode 2: Identifying call drivers

Welcome to the latest episode of Insights & Impact, a series where we look at the wonderful work our dedicated Insights & Intelligence team are doing that has a real, positive impact on our customers’ businesses.

What is marketing ROI and why is it important?

22 Feb 2023 in

What is marketing ROI and why is it important?

With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some reason, only 35% of marketers consider tracking ROI ‘very’ or ‘extremely’ important.

What’s new? Time for a Hubdate

20 Feb 2023 in

What’s new? Time for a Hubdate

Our ongoing mission is to help Infinity clients understand their customers, make smarter use of their budgets, and enjoy a smooth experience while doing so.

Average sales close rates by industry: What's a good ratio?

15 Feb 2023 in

Average sales close rates by industry: What's a good ratio?

In an increasingly uncertain and competitive environment, sales and marketing teams are feeling the pressure to deliver more profit with less budget. You work hard on building a healthy pipeline, but do you know how many of those leads are successfully converting into satisfied customers?

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