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4 Jan 2023 in 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 that’s best resolved with a quick chat, they want to clarify something before committing to a purchase, or they...
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19 Dec 2022 in 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.
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15 Dec 2022 in 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 volumes to retailers during Black Friday sales chaos.
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15 Dec 2022 in 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 easy to follow advice on how to start, run and grow your own business. In his chapter, Warren discusses why...
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5 Dec 2022 in 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 form of real human interaction with a brand, having the ability to completely transform their brand perception.
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30 Nov 2022 in Marketing
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...
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23 Nov 2022 in Marketing
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...
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22 Nov 2022 in Marketing
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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17 Nov 2022 in Marketing
How leveraging call data can help businesses overcome growth challenges
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 the most...
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