Articles by Lucy McCormick

Consumer Duty: One year on in compliance

29 May 2024 in

Consumer Duty: One year on in compliance

In this must-listen Insights & Impact podcast episode, we dig into the impact of Consumer Duty on compliance leaders. With the one-year anniversary of the last Consumer Duty deadline approaching, and another deadline looming, we dive into what best practice looks like, the specific challenges...

The importance of call centre agent coaching

15 May 2024 in

The importance of call centre agent coaching

A wise person once said – “you learn something new every day”. When it comes to creating a more efficient call centre and five-star agents, this couldn’t be truer. With consumer expectations on the rise and increased competition, the race is on to provide best-in-class call centre agent coaching...

Consumer Duty: The impact on FSI marketers

24 Apr 2024 in ,

Consumer Duty: The impact on FSI marketers

In this episode of Insights & Impact podcast, we’re delving into the effect Consumer Duty has had on marketers in the financial services and insurance sectors. We were joined by FSI and insurance specialists to get their take on how these regulatory requirements are changing the marketing...

Taking data strategies to new heights: Infinity partners with Accord Marketing

17 Apr 2024 in

Taking data strategies to new heights: Infinity partners with Accord Marketing

Any savvy marketer knows how important it is to have a solid data strategy. At Infinity, we know that too, and we’re always looking to partner with like-minded agencies who also get that. And that’s why we’re super excited to be partnering with Accord Marketing to deliver better-quality data...

Optimising your marketing budget: Key factors to consider

10 Apr 2024 in

Optimising your marketing budget: Key factors to consider

Given the current climate, it’s no surprise marketing budgets are under close scrutiny and optimising your marketing budget is likely going to be a key area of focus. Every penny you spend must contribute to revenue growth, so you’ll need to carefully consider the marketing activities you invest in.

Ultimate guide to cross-selling and upselling in call centres

3 Apr 2024 in

Ultimate guide to cross-selling and upselling in call centres

A conversion may be the ultimate goal of a call, but what if you could identify opportunities to increase average order value and amplify the revenue potential of each and every customer? Call centre agents are uniquely placed to not just delight customers, but to drive additional revenue through...

Everything you need to know about agent scorecards

27 Mar 2024 in

Everything you need to know about agent scorecards

Every team has an Emma, and every team has a Dave. Emma is great at her job, is super engaged, and always hits her numbers. Dave – not so much. He’s not productive, never hits his numbers, is unhappy, and has one eye on the door.

Acing automotive marketing in 2024

13 Mar 2024 in ,

Acing automotive marketing in 2024

In this episode of our Insights & Impact podcast, we’re joined by a very special set of guests – all experts in automotive marketing. We dive into the key trends and challenges we’re seeing in the automotive industry and what that means for marketers.

Partnering up to deliver delightful customer experiences

21 Feb 2024 in ,

Partnering up to deliver delightful customer experiences

If you’re paying for a product or service, you want to see the results, right? Anybody would and that’s exactly what we help our partners do – clearly demonstrate the results they’re generating for their customers by helping them map the end-to-end customer journey, clear up their attribution blind...

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