News & Views : News

Full report: What’s the state of Call Intelligence in 2024?

10 Jan 2024 in

Full report: What’s the state of Call Intelligence in 2024?

At the start of every New Year, marketers and contact centre leaders will be scoping out what lies ahead. Often, that means looking at new solutions to enhance their tech stacks. For any call-centric business, call intelligence platforms are likely in the mix. But as consumer behaviour continues to...

January Hubdate: New updates to explore

3 Jan 2024 in

January Hubdate: New updates to explore

As we enter the New Year, you may have thought the time for gift-giving was over. But treats in the way of a smoother, more functional experience for Infinity customers have been gliding down the chimney steadily over the last few months.

Average sales close rates by industry: What's a good ratio?

20 Dec 2023 in

Average sales close rates by industry: What's a good ratio?

If you want to get better at converting leads, you need to pay attention to your average sales close rates. This metric is one of the most vital ways of monitoring the efficiency of each of your agents and your overall sales efforts.

Everything you need to know about agent scorecards

21 Jun 2023 in

Everything you need to know about agent scorecards

Every team has an Emma, and every team has a Dave. Emma is great at her job, is super engaged, and always hits her numbers. Dave – not so much. He’s not productive, never hits his numbers, is unhappy, and has one eye on the door.

Everyone’s a winner: Scorecards will transform your customer experience

15 Jun 2023 in

Everyone’s a winner: Scorecards will transform your customer experience

Every sales team and contact centre leader want their team to deliver an efficient, helpful, and consistent customer experience, but how?

4 proven ways to reduce call centre staff turnover

29 Mar 2023 in

4 proven ways to reduce call centre staff turnover

In life, and in the contact centre, people come and people go. But what happens when you notice that a lot of your best agents seem to be leaving… and you’re struggling to replace them in a timely fashion? This is known as call centre attrition and it can be very bad for business.

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

14 Mar 2023 in

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they happen across many platforms, both online and offline. And with the advent of a cookie-less world, it’s getting...

What’s new? Time for a Hubdate

20 Feb 2023 in

What’s new? Time for a Hubdate

Our ongoing mission is to help Infinity clients understand their customers, make smarter use of their budgets, and enjoy a smooth experience while doing so.

Infinity launches Keyword Packs: Answering your biggest questions faster

14 Jun 2022 in

Infinity launches Keyword Packs: Answering your biggest questions faster

Businesses investing in Infinity to learn more about what’s happening on their customer journey, and how to improve it, receive a huge time-to-value boost from our latest offering.

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