News & views: Interviews

27 Jul 2023 | 3 min read

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...

26 Jun 2023 | 3 min read

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...

8 Jun 2023 | 9 min read

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 | 2 min read

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...

27 Apr 2023 | 2 min read

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...

30 Mar 2023 | 2 min read

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.

22 Mar 2023 | 4 min read

Interviews

How data can improve customer call centre experience

Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call...

1 Mar 2023 | 1 min read

Interviews

Insights & Impact episode 2: Identifying call drivers

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights &...

13 Feb 2023 | 2 min read

Interviews Marketing

How to leverage call insights to optimise B2B PR

B2B PR can be a huge growth driver – when you get it right. But, at a time when marketing budgets are super stretched, justifying spend on what is sometimes considered a “nice to have”...