News & Views

4 top tips to create a five-star call centre agent training programme

11 Jan 2023 in

4 top tips to create a five-star call centre agent training programme

With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences. 84% of customers would be less likely to return to a brand after a poor customer call experience, according to our ...

5 tactics to improve call centre efficiency

4 Jan 2023 in

5 tactics to improve call centre efficiency

Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry that’s best resolved with a quick chat, they want to clarify something before committing to a purchase, or they...

What’s next? Contact centre predictions for 2023

19 Dec 2022 in

What’s next? Contact centre predictions for 2023

The holiday season is upon us, but as we bid farewell to 2022 with many, many mince pies, we also have one eye on the future.

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

15 Dec 2022 in

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 volumes to retailers during Black Friday sales chaos.

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

15 Dec 2022 in

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 easy to follow advice on how to start, run and grow your own business. In his chapter, Warren discusses why...

Customer experience: creating the calm in the chaos

5 Dec 2022 in

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 form of real human interaction with a brand, having the ability to completely transform their brand perception.

How to supercharge your customer engagement strategy [with examples]

30 Nov 2022 in

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 you want your customers to remain loyal, you need to demonstrate you value the relationship by making sure they’re...

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

23 Nov 2022 in

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 call centre teams need to be able to identify and respond to shifts in mood, sentiment, and tone in real-time, but...

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

22 Nov 2022 in

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 design. There are two trends dominating the effectiveness of customer experience delivered by financial services.

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