News & Views

19 Jan 2023 | 6 min read

Interviews

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...

18 Jan 2023 | 5 min read

Marketing

3 winning strategies to boost call centre customer retention

What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The...

12 Jan 2023 | 4 min read

Marketing

Building brand loyalty – The real cost of poor customer experience

The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next...

11 Jan 2023 | 5 min read

Marketing

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....

4 Jan 2023 | 6 min read

Marketing

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...

19 Dec 2022 | 4 min read

Marketing

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.

15 Dec 2022 | 2 min read

Marketing

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...

15 Dec 2022 | 4 min read

Marketing

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...

5 Dec 2022 | 3 min read

Marketing

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...