News & Views

Unlock a new era of insights

19 Jun 2024 in

Unlock a new era of insights

Infinity’s Hub raises the bar in the call analytics space. Interactive dashboards and AI analysis form the bedrock of an experience that will bring your customer engagement data and audience insight to life. Unlock key truths, see it how you want to, and find where to make improvements that impact...

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

5 Jun 2024 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?

Consumer Duty: One year on in compliance

29 May 2024 in

Consumer Duty: One year on in compliance

In this must-listen Insights & Impact podcast episode, we dig into the impact of Consumer Duty on compliance leaders. With the one-year anniversary of the last Consumer Duty deadline approaching, and another deadline looming, we dive into what best practice looks like, the specific challenges...

4 essential call tracking metrics you should be measuring

29 May 2024 in

4 essential call tracking metrics you should be measuring

How many calls does your call centre handle on any given day? How many are new or returning customers? How did they find you? If you’re keen to improve the performance of your contact centre, tracking the call metrics that matter most to you will give you a clear vision of where improvements need...

Infinity Keyword Packs: Answering your biggest questions faster

22 May 2024 in

Infinity 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.

The importance of call centre agent coaching

15 May 2024 in

The importance of call centre agent coaching

A wise person once said – “you learn something new every day”. When it comes to creating a more efficient call centre and five-star agents, this couldn’t be truer. With consumer expectations on the rise and increased competition, the race is on to provide best-in-class call centre agent coaching...

Everything you need to know about call tracking

8 May 2024 in

Everything you need to know about call tracking

The digital revolution has brought lots of benefits for businesses and consumers alike. At the same time, it’s also added a level of complexity to the customer journey. Customers engage with brands across numerous touchpoints, including phone calls. It could be a paid search ad that grabbed their...

Supercharge your call centre efficiencies with ‘always-on call monitoring’ technology

2 May 2024 in

Supercharge your call centre efficiencies with ‘always-on call monitoring’ technology

Do you want a clearer picture of how your digital marketing is performing? Do you want to grow your contact centre whilst driving revenue and saving costs?

Consumer Duty: The impact on FSI marketers

24 Apr 2024 in ,

Consumer Duty: The impact on FSI marketers

In this episode of Insights & Impact podcast, we’re delving into the effect Consumer Duty has had on marketers in the financial services and insurance sectors. We were joined by FSI and insurance specialists to get their take on how these regulatory requirements are changing the marketing...

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