News & Views

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...

How to track, measure & improve call centre agent performance

8 Feb 2023 in

How to track, measure & improve call centre agent performance

What’s on your contact centre wish list for 2023? Faster training, reduced agent churn, increased customer satisfaction and boosted revenues? If you’re keen to transform your operations this year, you can’t find a better starting point than taking a closer look at your call centre agent performance.

Why you should use call deflection to enhance the customer experience

1 Feb 2023 in

Why you should use call deflection to enhance the customer experience

In an increasingly digital age, customers expect brands to raise the bar if you want their business. When it comes to gaining a competitive advantage, customer experiences are the new battlefront. And sometimes, providing an excellent customer experience is about stopping them picking up the phone...

Insight & Impact episode 1: What the heck are call drivers?

30 Jan 2023 in

Insight & Impact episode 1: What the heck are call drivers?

Ready to take your customer intel to the next level in 2023? We’re delighted to launch our Insight & Impact series, a brand-new series where we look at the wonderful work our dedicated Insights & Intelligence team are doing that has a real, positive impact on our customers’ businesses.

How to improve digital marketing ROI with Call Tracking

30 Jan 2023 in ,

How to improve digital marketing ROI with Call Tracking

Whether you base your marketing success on how many leads you have in the pipeline, or the number of new customer wins, improving your bottom line is always going to be a priority. To properly understand where your leads and customers are coming from, you need draw the links between the campaigns...

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

26 Jan 2023 in

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

Over the last 12 months, the UK has weathered many storms, from the rising cost of energy to soaring interest rates. As we reflect on 2022, one common trend arises – 2022 can be remembered as the year businesses failed on customer experience.

Everything you need to know to improve your call centre reporting

25 Jan 2023 in

Everything you need to know to improve your call centre reporting

When it comes to making your contact centre operations more efficient, data is king. Focused insights and reporting in your contact centre can show you what you’re getting right, and where you could make improvements to enhance the customer experience and boost your bottom-line.

MarTech360 Interview with Warren Newbert

19 Jan 2023 in

MarTech360 Interview with Warren Newbert

In 2023, all businesses will aim to achieve greater degrees of agility, resilience, and flexibility— and for call centres, these elements continue to be essential to long-term business success.

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