Articles by Andy Vale
19 Jul 2022 in Marketing
Infinity launches new GA4 integration beta programme: preparing you for the future today
Most of us spend huge parts of our lives planning the future. We’d be in a bit of a pickle if we didn’t, right? Like, if you didn’t make plans for your holiday abroad, for example, you’d be in a tight spot when it comes to the day of your flight and you realise your passport is out of date, you...
30 Jun 2022 in Marketing
Effective tools to enhance your sales outreach strategy
Some companies believe the more prospects they have, the better. However, pursuing incorrect types of prospects can waste valuable time, money, and resource that some of us just don’t have. That's why having a well-thought-out outreach strategy is vital to both your sales team's immediate and...
14 Jun 2022 in News
Infinity launches Keyword Packs: Answering your biggest questions faster
Businesses investing in Infinity to learn more about what’s happening on their customer journey, and how to improve it, receive a huge time-to-value boost from our latest offering.
3 Jun 2022 in News
Infinity Goes Beyond: Introducing Agent ID and Outbound visibility
Take this scenario: you’re a contact centre leader. You’ve got a large team of call agents. Say hi to Bob. He’s a sharp man, always coming off his calls punching the air. You chalk up yet another sale. (He probably needs a promotion soon). Then there’s Stu, just as sharp as Bob, but he’s struggling...
30 Nov 2021 in News
Upgraded: Calls from Google’s Search ads get the full tracking treatment
When a customer calls you directly from a search, you are at the absolute forefront of their mind. It’s a key step in the customer journey, and suggests very high intent to take action. It's also very common, as Google's research shows that 70% of mobile searchers have done it. Our latest pulse...
15 Nov 2021 in Digital Marketing
Pulse Check: Call volumes keep on climbing as we head into the last quarter of 2021
The call tracking data we shared in our last Pulse Check showed that the total number of calls our clients received over Q3 was up a shade over 16% compared to the start of the year. Our data also showed that July, August and September all saw improved call volumes compared to last year.
18 Oct 2021 in Marketing
Smart Match: The smarter way to identify your most valuable calls
You wouldn’t be wrong to believe that, if your customers are calling you, it’s a good indicator that you’re doing a lot of things right. On the other hand, it’s essential to recognise that not every customer call can – or should be – viewed in the same way. And, if you’re basing most of your...
10 Aug 2021 in Marketing
Guiding the way: How customer journey mapping can lead to better CX
What if every single time you received a call from your customers, you could improve the overall customer experience (CX)? Each time they pick up the phone, you’re presented with an opportunity to collect data that could have long-term strategic benefits.
9 Aug 2021 in Digital Marketing
Digging deeper: How contact centre analytics can unlock more successful call outcomes
In an increasingly competitive world, it has become more important than ever to provide outstanding customer service. With 75% of consumers saying they expect companies to anticipate their needs and make relevant suggestions, contact centres are uniquely placed to curate smooth customer journeys,...