News & Views

How data can improve customer call centre experience

22 Mar 2023 in

How data can improve customer call centre experience

Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call centre in a customer-first environment where customers are struggling, it can be quite challenging.

How to track and reduce average wait times in your call centre

15 Mar 2023 in

How to track and reduce average wait times in your call centre

There’s nothing more annoying than being on hold listening to the same tune over and over again. It’s frustrating for your customers, and it’s also terrible for your profits. According to our recent survey, nearly 40% of customers are being forced to wait in long call queues and a further 30% claim...

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

14 Mar 2023 in

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they happen across many platforms, both online and offline. And with the advent of a cookie-less world, it’s getting...

4 tactics to increase average order value in your call centre

8 Mar 2023 in

4 tactics to increase average order value in your call centre

The pressure is on for contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think that bringing more customers in is the best approach. But, increasing the average order value in your call centre...

Real time customer analytics: How to use data to enhance experiences

1 Mar 2023 in

Real time customer analytics: How to use data to enhance experiences

These days, there’s so much more to customer loyalty than delivering the goods on time and on budget. Customers expect you to provide five-star experiences across the customer journey, from the initial research stage on your website or social media channels to the first call to your contact centre.

Insights & Impact episode 2: Identifying call drivers

1 Mar 2023 in

Insights & Impact episode 2: Identifying call drivers

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers which helps our customers optimise marketing...

What is marketing ROI and why is it important?

22 Feb 2023 in

What is marketing ROI and why is it important?

With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some reason, only 35% of marketers consider tracking ROI ‘very’ or ‘extremely’ important.

What’s new? Time for a Hubdate

20 Feb 2023 in

What’s new? Time for a Hubdate

Our ongoing mission is to help Infinity clients understand their customers, make smarter use of their budgets, and enjoy a smooth experience while doing so.

How to leverage call insights to optimise B2B PR

13 Feb 2023 in ,

How to leverage call insights to optimise B2B PR

B2B PR can be a huge growth driver – when you get it right. But, at a time when marketing budgets are super stretched, justifying spend on what is sometimes considered a “nice to have” can be tricky. Our Head of Brand, Matthew McGillicuddy, spoke with B2B Marketing and Champion Communications to...

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