News & Views : Interviews
Call tracking predictions for 2024 and beyond
Our Head of Insights, Chris Browne, recently sat down with Passion Digital’s Managing Partner, Alex Hoffman. They talked about call tracking predictions for 2024 and beyond, and what that means for marketers working in call-centric businesses.
30 Aug 2023 in Interviews
Insights & Impact Ep.8: How to drive conversions with agent coaching
In this Insight & Impact episode, we’re joined by our Business Intelligence and Speech Analyst, Jenn Gaskell, who tells us all about how to drive conversions with agent coaching. Every sales leader knows how important effective agent coaching is, but they’re often faced with the challenge of...
27 Jul 2023 in Interviews
Insights & Impact Ep.7: The key to effective agent training
Any sales and service team will be keen to implement effective agent training programmes that create top-performing agents. When a customer picks up the phone, you want to make sure the experience they get matches their expectations. You also want to make sure these calls have the outcomes you’re...
Partnering up to deliver delightful customer experiences
If you’re paying for a product or service, you want to see the results, right? Anybody would and that’s exactly what we help our partners do – clearly demonstrate the results they’re generating for their customers by helping them map the end-to-end customer journey, clear up their attribution blind...
26 Jun 2023 in Interviews
Insights & Impact Ep.6: Acing First Call Resolution (FCR)
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
8 Jun 2023 in Interviews
May Hubdate: Your Hub just got better, here’s how…
You’re never far away from getting more out of Infinity, and we’re always looking for new ways to make your data work harder for you.
8 Jun 2023 in Interviews
Insights & Impact Ep.5: Reducing Average Handling Times (AHT)
Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being...
27 Apr 2023 in Interviews
Insights & Impact Ep.4: Understanding sales performance across sites
In this episode of Insight & Impact, we sat down with Chris Browne, Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively...
30 Mar 2023 in Interviews
Insights & Impact episode 3: Getting granular with call drivers
What are the benefits of getting granular with call drivers I hear you ask? Well, ask no more - you’ll hear all about it in this Insights & impact episode.