News & Views
31 May 2023 in Digital Marketing
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...
25 May 2023 in 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 Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being...
24 May 2023 in 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.
17 May 2023 in Digital Marketing
Driving customer conversions with call intelligence
Good things in life come to those who wait. While it’s highly unlikely your customers have their credit cards ready to go the second they pick up the phone or click your PPC ad, there are ways to speed up the path to conversion.
10 May 2023 in Digital Marketing
The importance of integrating call tracking with your CRM
In an increasingly competitive consumer age, your customers want you to go the extra mile. According to our research, 84% of customers would be less likely to return to a brand after a poor customer call experience. So, you need to be ready to provide five-star customer experiences, but how can you...
27 Apr 2023 in 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 their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively...
19 Apr 2023 in Digital Marketing
The benefits of omnichannel customer service for contact centres
Customers expect everything, everywhere, all at once. Omnichannel customer service is quickly becoming the norm for consumers and according to research, while they may only represent 7% of customers, they generate 27% of all sales!
12 Apr 2023 in Digital Marketing
The future of speech analytics: Trends and predictions
In a consumer landscape filled with fleeting and anonymous touchpoints, calls are one of the most direct engagements you’ll have with your customer. Speech analytics enables you to take calls one step further, by analysing inbound and outbound calls to extract valuable insights that improve...
5 Apr 2023 in Digital Marketing
The ultimate benefits of Artificial Intelligence (AI) for call centres
What comes to mind when you think of Artificial Intelligence (AI)? Sentient computers? Harrison Ford in Blade Runner? It’s not just the stuff of the silver screen, AI for call centres helps you automate time-consuming admin tasks, improve your overall performance and, most importantly, provide...