News & Views : Marketing

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

26 Jan 2023 in

Pulse Check: 2022 to be remembered as the year businesses failed on customer experience

Over the last 12 months, the UK has weathered many storms, from the rising cost of energy to soaring interest rates. As we reflect on 2022, one common trend arises – 2022 can be remembered as the year businesses failed on customer experience.

Everything you need to know to improve your call centre reporting

25 Jan 2023 in

Everything you need to know to improve your call centre reporting

When it comes to making your contact centre operations more efficient, data is king. Focused insights and reporting in your contact centre can show you what you’re getting right, and where you could make improvements to enhance the customer experience and boost your bottom-line.

3 winning strategies to boost call centre customer retention

18 Jan 2023 in

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 ability to boost and improve customer retention in your call centre is an integral part of building a sustainable...

Building brand loyalty – The real cost of poor customer experience

12 Jan 2023 in

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 12 months to have sufficient funds.

4 top tips to create a five-star call centre agent training programme

11 Jan 2023 in

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. 84% of customers would be less likely to return to a brand after a poor customer call experience, according to our ...

5 tactics to improve call centre efficiency

4 Jan 2023 in

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...

What’s next? Contact centre predictions for 2023

19 Dec 2022 in

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.

UK retail Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences

15 Dec 2022 in

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.

Why businesses should embrace call data to thrive in the new consumer age

15 Dec 2022 in

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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