News & Views

Insights & Impact Ep.5: Reducing Average Handling Times (AHT)

25 May 2023 in

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...

May Hubdate: Your Hub just got better, here’s how…

24 May 2023 in

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.

Why it's important to integrate call tracking with your CRM

10 May 2023 in

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...

Insights & Impact Ep.4: Understanding sales performance across sites

27 Apr 2023 in

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...

The benefits of omnichannel customer service for contact centers

19 Apr 2023 in

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!

Trends and predictions: The future of speech analytics

12 Apr 2023 in

Trends and predictions: The future of speech analytics

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...

Getting granular with call drivers: Insights & Impact episode 3

30 Mar 2023 in

Getting granular with call drivers: Insights & Impact episode 3

What are the benefits of getting granular with call drivers I hear you ask? Well, ask no more - you’ll hear all about it in this Insights & impact episode.

4 proven ways to reduce call centre agent churn

29 Mar 2023 in

4 proven ways to reduce call centre agent churn

In life, and in the contact centre, people come and people go. But what happens when you notice that a lot of your best agents seem to be leaving… and you’re struggling to replace them in a timely fashion? This is known as call centre attrition and it can be very bad for business.

How data can improve customer call centre experience

22 Mar 2023 in

How data can improve customer call centre experience

Remote working. cost of living. economic crash. Consumers and employees alike are currently navigating frustrating and muggy waters – and for those trying to manage a successful call centre in a customer-first environment where customers are struggling, it can be quite challenging.

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