News & Views
26 Jun 2023 in Interviews
Insights & Impact episode 6: Acing First Call Resolution (FCR)
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
21 Jun 2023 in News
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.
15 Jun 2023 in News
Scorecards: they'll transform your customer and agent experience
Every sales team and contact centre leader want their team to deliver an efficient, helpful, and consistent customer experience, but how?
31 May 2023 in Digital Marketing
The importance of call center 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.
10 May 2023 in Digital Marketing
Why it's important to integrate 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 centers
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!