News & Views : Marketing

How leveraging call data can help businesses overcome growth challenges

17 Nov 2022 in

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...

What is First Call Resolution? Ways to measure & improve FCR

16 Nov 2022 in

What is First Call Resolution? Ways to measure & improve FCR

Have you ever called customer service… and then been forced to call again days or even hours later because your issue wasn’t resolved properly? It’s frustrating for everyone. Your customer is annoyed that they have to spend more time on the phone and your busy call centre has yet another call to...

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

15 Nov 2022 in

Pulse Check: Consumer anxiety increasing as banks struggle to meet call needs

As the economic uncertainty deepens in the UK and interest rates continue to soar, our call tracking data over the last few weeks has shown a major spike in call volumes to banks and FSIs. The increase in calls around interest rates, and consequently mortgage payments, skyrocketing emphasises...

Understanding the Moments That Matter for your customers

10 Nov 2022 in

Understanding the Moments That Matter for your customers

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer experience? Poor customer experiences can be damaging for both your revenue and your reputation. And we’ve got the...

Top tips for improving AHT in your call centre

9 Nov 2022 in

Top tips for improving AHT in your call centre

You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers due to waiting times in their call centre. It’s a dire situation and these days, customers aren’t willing to wait...

How call tracking can enhance customer experience analytics

26 Oct 2022 in

How call tracking can enhance customer experience analytics

When it comes to brand perception, experiences are more important than ever. We don’t mean the experiential pop-up shop kind of experience; we mean the actual experience of talking to your call agents or your salespeople. One in four customers are willing to pay up to 10% more if they know they’ll...

Customer Insights: The inside scoop on impactful calls, insightful conversations and intelligent conclusions

25 Oct 2022 in

Customer Insights: The inside scoop on impactful calls, insightful conversations and intelligent conclusions

In a recent interview, CEO of Infinity Warren Newbert spoke to UK Tech News about how impactful calls can lead to insightful conversations, helping businesses draw intelligent conclusions. Here are his thoughts on why customer insight is key for any business to unlock.

Calls are fuel: The continued importance of call data for automotive dealers

20 Oct 2022 in

Calls are fuel: The continued importance of call data for automotive dealers

Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add to that two years of limited contact and financial strains, and it becomes clear that the car-buying landscape has...

How to improve customer satisfaction in your call centres

19 Oct 2022 in

How to improve customer satisfaction in your call centres

We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions, offering tailored solutions and most importantly, tracking and increasing customer satisfaction.

Call intelligence can be transformational to your business. Contact us today.

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