News & Views

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.

Tracking and reducing average wait times in your call center

15 Mar 2023 in

Tracking and reducing average wait times in your call center

Is there anything more frustrating than listening to the same tune over and over again while you sit on hold? It’s not just maddening for your customers, it’s also terrible for your profits.

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.

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