Articles by Michelle Param

Humans are behind all decisions: what this means for your marketing strategy

3 Jun 2022 in

Humans are behind all decisions: what this means for your marketing strategy

Recently, our VP of Marketing, Hannah Delaney, spent some time talking to Press Gazette’s Marketing Maestro about how marketers can engage with customers to improve campaign performance and boost the customer experience.

Why Conversation Analytics is a critical piece of call centre software

3 Jun 2022 in

Why Conversation Analytics is a critical piece of call centre software

In an increasingly connected world, customers have a variety of ways to get in touch. Contact forms, email, social media and even WhatsApp - you’d be forgiven for thinking that the humble phone call has fallen out of fashion. You’d be wrong.

Complete List of Call Centre Metrics You Should Be Tracking Right Now

3 Jun 2022 in

Complete List of Call Centre Metrics You Should Be Tracking Right Now

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. With real customer data you can streamline the customer journey,...

Infinity becomes preferred partner of Automotive Transformation Group

3 Jun 2022 in

Infinity becomes preferred partner of Automotive Transformation Group

Infinity, the leading call intelligence provider, has announced a new partnership with Automotive Transformation Group, a leading provider of automotive solutions. The alliance will give their extensive customer base of both vehicle manufacturers and retailers the option of using Infinity’s...

4 Metrics That Are Guaranteed to Optimise Call Centre Performance

3 Jun 2022 in

4 Metrics That Are Guaranteed to Optimise Call Centre Performance

Imagine if you could gain focused insights into not just what you’re getting right for customers, but also into those make-or-break moments where your agents go above and beyond to cinch that deal in the nick of time.

The Ultimate Guide To Call Monitoring: Tips, Tricks & FAQs

14 Mar 2022 in

The Ultimate Guide To Call Monitoring: Tips, Tricks & FAQs

What if we told you that every single call that comes into your business, whether it’s a customer service enquiry or a lead, contains a goldmine of data that could take your business to the next level?

How Call Monitoring Reports Can Improve Sales

9 Mar 2022 in

How Call Monitoring Reports Can Improve Sales

Volume of calls. Average handling time. Total sales. These are some of the ways call centres have traditionally measured success. But with technology on the market designed to make your call centres smarter, you have the opportunity to collect data that will improve sales and increase efficiency.

Why measuring phone calls should be integral to your marketing strategy

7 Mar 2022 in

Why measuring phone calls should be integral to your marketing strategy

UK budgets for digital marketing tools are due to surge by an average of £30,800 this year, with 91% of UK marketers expecting to invest even more in Martech next year.

How To Use Real-Time Call Monitoring to Optimise Call Centre Performance

2 Mar 2022 in

How To Use Real-Time Call Monitoring to Optimise Call Centre Performance

Your call centre receives hundreds, if not thousands, of calls each and every day. This means you have hundreds, if not thousands, opportunities a day to collect rich data and extract insights from real customers that could revolutionise your call centre performance.

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