Articles by Andy Vale

Pulse Check: How did dialling habits change as lockdown lifted over Summer 2021?

26 Oct 2021 in

Pulse Check: How did dialling habits change as lockdown lifted over Summer 2021?

Despite having to contend with national lockdowns and frequent changes to government guidance, our call tracking data still showed strong numbers of phone calls for many of our clients over the past 18-months.

Smart Match: The smarter way to identify your most valuable calls

18 Oct 2021 in

Smart Match: The smarter way to identify your most valuable calls

You wouldn’t be wrong to believe that, if your customers are calling you, it’s a good indicator that you’re doing a lot of things right. On the other hand, it’s essential to recognise that not every customer call can – or should be – viewed in the same way. And, if you’re basing most of your...

Guiding the way: How customer journey mapping can lead to better CX

10 Aug 2021 in

Guiding the way: How customer journey mapping can lead to better CX

What if every single time you received a call from your customers, you could improve the overall customer experience (CX)? Each time they pick up the phone, you’re presented with an opportunity to collect data that could have long-term strategic benefits.

Digging deeper: How contact centre analytics can unlock more successful call outcomes

9 Aug 2021 in

Digging deeper: How contact centre analytics can unlock more successful call outcomes

In an increasingly competitive world, it has become more important than ever to provide outstanding customer service. With 75% of consumers saying they expect companies to anticipate their needs and make relevant suggestions, contact centres are uniquely placed to curate smooth customer journeys,...

Pulse Check: How has the Green List reshuffle impacted holidaymaker dialling habits?

8 Jul 2021 in

Pulse Check: How has the Green List reshuffle impacted holidaymaker dialling habits?

"Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be stopped..." Stephanie Linnartz | President, Marriott International (Source)

NEW: Triple helping of immediate strategic insight with Conversation Analytics

7 Jul 2021 in

NEW: Triple helping of immediate strategic insight with Conversation Analytics

They say three’s a crowd, but the conversations you have with your customers make an even larger focus group that’s always welcome. An honest set of audience engagements teeming with desires, feedback, and insights on where you can really make a difference. But do you really have time to listen to...

Talking the Talk: Four fast steps to driving digital transformation with Conversation Analytics

24 May 2021 in

Talking the Talk: Four fast steps to driving digital transformation with Conversation Analytics

Spotlight, Talking Points, and Speedy Set-up: The next generation of Conversation Analytics is here

28 Apr 2021 in

Spotlight, Talking Points, and Speedy Set-up: The next generation of Conversation Analytics is here

If you feel that meaningful insight about your audience and how they buy from you matters, then exploring Infinity’s latest suite of upgrades to our award-winning Conversation Analytics platform must be an instant priority.

Moving the needle: 10 times Infinity made the difference

3 Mar 2021 in

Moving the needle: 10 times Infinity made the difference

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