News & Views

30 Nov 2022 | 8 min read

Marketing

How to supercharge your customer engagement strategy [with examples]

Every relationship involves give and take. You cook dinner; your partner does the dishes. You take your dog for a walk; they don’t chew your slippers. The same is true of business, if...

23 Nov 2022 | 3 min read

Marketing

How to spot talking points that make-or-break the customer experience in your call centre

Have you ever felt the mood of a conversation change? When it comes to driving successful call outcomes, being able to spot those make-or-break moments in a call is a key skill. Your...

22 Nov 2022 | 3 min read

Marketing

How can customer managers in the Finance sector use call analytics to overcome the recession

In the post-COVID era, finance customer demands are changing. To meet those needs, financial services institutions need to make the customer experience the starting point for process...

17 Nov 2022 | 4 min read

Marketing

How leveraging call data can help businesses overcome growth challenges

Recently, Infinity CEO Warren Newbert contributed to How To Run A Successful Business: Interviews With Successful Game Changing Business People, a book full of practical, proven and...

16 Nov 2022 | 5 min read

Marketing

What is First Call Resolution? Ways to measure & improve FCR

Have you ever called customer service… and then been forced to call again days or even hours later because your issue wasn’t resolved properly? It’s frustrating for everyone. Your...

15 Nov 2022 | 3 min read

Marketing

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

As the economic uncertainty deepens in the UK and interest rates continue to soar, our call tracking data over the last few weeks has shown a major spike in call volumes to banks and...

10 Nov 2022 | 1 min read

Marketing

Understanding the Moments That Matter for your customers

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer...

9 Nov 2022 | 8 min read

Marketing

Top tips for improving AHT in your call centre

You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers...

2 Nov 2022 | 9 min read

Making every moment count: How to lower your after-call work rates

Your agents are superstars. They’re juggling hundreds, if not thousands, of calls every day. They’re doing their best to make customers happy, and they’re the first point of human...