News & Views

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

14 Mar 2023 in

A match made in heaven: How call data and GA4 will supercharge your understanding of customer journeys

Salt and pepper. Peanut butter and jelly. Infinity and GA4. Some things in life just go together perfectly. In the digital age, customer journeys are increasingly complex, and they happen across many platforms, both online and offline. And with the advent of a cookie-less world, it’s getting...

4 tactics to increase Average Order Value in your call centre

8 Mar 2023 in

4 tactics to increase Average Order Value in your call centre

The pressure is on for marketers and contact centre leaders to start delivering bigger and better results… with smaller budgets. When it comes to increasing revenues, you might immediately think that bringing more customers in is the best approach. But it isn’t the only way to grow and in fact, it...

Real time customer analytics: Using insights & data to enhance CX

1 Mar 2023 in

Real time customer analytics: Using insights & data to enhance CX

These days, there’s so much more to customer loyalty than delivering the goods on time and in budget. Customers expect you to provide five-star experiences across the customer journey, from the initial research stage on your website or social media channels to their first call to your contact...

Identifying call drivers: Insights & Impact episode 2

1 Mar 2023 in

Identifying call drivers: Insights & Impact episode 2

We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers which helps our customers optimise marketing...

Marketing ROI: What is it and why is it important?

22 Feb 2023 in

Marketing ROI: What is it and why is it important?

With marketing budgets being increasingly squeezed, around 44% of marketers consider better measurement of Return on Investment (ROI) one of their top priorities. And yet for some reason, only 35% of marketers consider tracking ROI ‘very’ or ‘extremely’ important.

What’s new in February 2023? Time for a Hubdate

20 Feb 2023 in

What’s new in February 2023? Time for a Hubdate

Our ongoing mission is to help Infinity clients understand their customers, make smarter use of their budgets, and enjoy a smooth experience while doing so.

How to leverage call insights to optimise B2B PR

13 Feb 2023 in ,

How to leverage call insights to optimise B2B PR

B2B PR can be a huge growth driver – when you get it right. But, at a time when marketing budgets are super stretched, justifying spend on what is sometimes considered a “nice to have” can be tricky. Our Head of Brand, Matthew McGillicuddy, spoke with B2B Marketing and Champion Communications to...

How to track, measure & improve call centre agent performance

8 Feb 2023 in

How to track, measure & improve call centre agent performance

What’s on your contact centre wish list for 2023? Faster training, reduced agent churn, increased customer satisfaction and boosted revenues? If you’re keen to transform your operations this year, you can’t find a better starting point than taking a closer look at your call centre agent performance.

How to use call deflection to enhance the customer experience

1 Feb 2023 in

How to use call deflection to enhance the customer experience

In an increasingly digital age, customers expect brands to raise the bar if you want their business. When it comes to gaining a competitive advantage, customer experiences are the new battle front. And sometimes, providing an excellent customer experience is about stopping them picking up the phone...

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