News & Views

Pulse Check: Call volumes experienced strong year-on-year growth through Q1 2022

3 Jun 2022 in

Pulse Check: Call volumes experienced strong year-on-year growth through Q1 2022

At the start of the year, our call tracking data showed a healthy uplift in call volumes across the travel, retail and automotive industries.

B2B Marketing Attribution: the ultimate guide

3 Jun 2022 in

B2B Marketing Attribution: the ultimate guide

Customer journeys are never as simple as going from A to B. When it comes to B2B purchase decisions, it can look more like A to C, then a pit-stop at X, than R. With so many stakeholders invested in purchase decisions such as gatekeepers, end users and the all-important decision maker, how can you...

Get credit everywhere it’s due: Why agencies need to prove the offline value of their campaigns

3 Jun 2022 in

Get credit everywhere it’s due: Why agencies need to prove the offline value of their campaigns

Research shows that 91% of UK marketers believe that Martech budgets will increase next year, from their current average of £533,300. And agencies are often at the forefront when it comes to advising their clients on how best to measure success. But are they investing wisely?

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.

Infinity Goes Beyond: Introducing Agent ID and Outbound visibility

3 Jun 2022 in

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...

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