News & Views

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

15 Nov 2022 in

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 FSIs. The increase in calls around interest rates, and consequently mortgage payments, skyrocketing emphasises...

Understanding the Moments That Matter for your customers

10 Nov 2022 in

Understanding the Moments That Matter for your customers

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer experience? Poor customer experiences can be damaging for both your revenue and your reputation. And we’ve got the...

Top tips for improving AHT in your call centre

9 Nov 2022 in

Top tips for improving AHT in your call centre

You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers due to waiting times in their call centre. It’s a dire situation and these days, customers aren’t willing to wait...

Making every moment count: How to lower your after-call work rates

2 Nov 2022 in

Making every moment count: How to lower your after-call work rates

Your agents are superstars. They’re juggling hundreds, if not thousands, of calls every day. They’re doing their best to make customers happy, and they’re the first point of human contact for many of your best customers.

How call tracking can enhance customer experience analytics

26 Oct 2022 in

How call tracking can enhance customer experience analytics

When it comes to brand perception, experiences are more important than ever. We don’t mean the experiential pop-up shop kind of experience; we mean the actual experience of talking to your call agents or your salespeople. One in four customers are willing to pay up to 10% more if they know they’ll...

Customer Insights: The inside scoop on impactful calls, insightful conversations and intelligent conclusions

25 Oct 2022 in

Customer Insights: The inside scoop on impactful calls, insightful conversations and intelligent conclusions

In a recent interview, CEO of Infinity Warren Newbert spoke to UK Tech News about how impactful calls can lead to insightful conversations, helping businesses draw intelligent conclusions. Here are his thoughts on why customer insight is key for any business to unlock.

Calls are fuel: The continued importance of call data for automotive dealers

20 Oct 2022 in

Calls are fuel: The continued importance of call data for automotive dealers

Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add to that two years of limited contact and financial strains, and it becomes clear that the car-buying landscape has...

How to improve customer satisfaction in your call centres

19 Oct 2022 in

How to improve customer satisfaction in your call centres

We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions, offering tailored solutions and most importantly, tracking and increasing customer satisfaction.

The quick start guide to creating a customer experience map

12 Oct 2022 in

The quick start guide to creating a customer experience map

Charting the journey to customer conversion is never smooth sailing, with so many channels and potential snags in the experience that could steer sales off course. Creating better customer experiences is priority number one for many businesses and according to research, customer-centric companies...

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