News & views

15 Dec 2022 | 2 min read

Marketing

UK retail Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences

It’s the most wonderful time of the year! As brands battle for consumer spend in this key retail period, our data is showing there has been a significant year-on year-spike in call...

15 Dec 2022 | 4 min read

Marketing

Why businesses should embrace call data to thrive in the new consumer age

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...

5 Dec 2022 | 3 min read

Marketing

Customer experience: creating the calm in the chaos

Almost half of consumers agree they have been on the end of a poor call in the last 6 months, according to our recent Moments That Matter survey. Call centres often represent the only...

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...