Articles by Andy Vale

8 Aug 2022 | 2 min read

Marketing

Introducing Outbound: Unlock the other half of the customer journey

Are your sales team missing out on opportunities because they don’t have visibility of the customer’s story so far?

8 Aug 2022 | 4 min read

Marketing

Introducing Agent ID: Take control of your call centre agents’ success

Who wouldn't love a team of top performers?

22 Jul 2022 | 9 min read

Marketing

Infinity's GA4 integration beta is a go

Most of us spend huge parts of our lives planning the future. We’d be in a bit of a pickle if we didn’t, right? Like, if you didn’t make plans for your holiday abroad, for example,...

14 Jun 2022 | 4 min read

News

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.

3 Jun 2022 | 5 min read

News

Infinity Goes Beyond: Introducing Agent ID and Outbound visibility

Take this scenario: you’re a contact centre leader. You’ve got a large team of call agents. Say hi to Bob. He’s a sharp man, always coming off his calls punching the air. You chalk up...

30 Nov 2021 | 3 min read

News

Upgraded: Calls from Google’s Search ads get the full tracking treatment

When a customer calls you directly from a search, you are at the absolute forefront of their mind. It’s a key step in the customer journey, and suggests very high intent to take...

15 Nov 2021 | 4 min read

Digital Marketing

Pulse Check: Call volumes keep on climbing as we head into the last quarter of 2021

The call tracking data we shared in our last Pulse Check showed that the total number of calls our clients received over Q3 was up a shade over 16% compared to the start of the year....

18 Oct 2021 | 3 min read

Marketing

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...

10 Aug 2021 | 4 min read

Marketing

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...