News & Views

5 tactics to improve call centre efficiency

4 Jan 2023 in

5 tactics to improve call centre efficiency

Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry that’s best resolved with a quick chat, they want to clarify something before committing to a purchase, or they...

Contact center predictions for 2023: What’s next?

19 Dec 2022 in

Contact center predictions for 2023: What’s next?

The holiday season is upon us, but as we bid farewell to 2022 with many, many mince pies, we also have one eye on the future.

Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences

15 Dec 2022 in

Christmas sales expected to hit £82.2 billion for brands that prioritise call centre experiences

It’s the most wonderful time of the year! As brands battle for consumer spend in this key retail period, our data is showing there has been a significant year-on year-spike in call volumes to retailers during Black Friday sales chaos.

Why you should embrace call data to thrive in the new consumer age

15 Dec 2022 in

Why you should embrace call data to thrive in the new consumer age

Recently, Infinity CEO Warren Newbert contributed to How To Run A Successful Business: Interviews With Successful Game Changing Business People, a book full of practical, proven and easy to follow advice on how to start, run and grow your own business. In his chapter, Warren discusses why...

Creating the calm in the chaos: nailing customer experience

5 Dec 2022 in

Creating the calm in the chaos: nailing customer experience

Almost half of consumers agree they have been on the end of a poor call in the last 6 months, according to our recent Moments That Matter survey. Call centres often represent the only form of real human interaction with a brand, having the ability to completely transform their brand perception.

How to supercharge your customer engagement strategy

30 Nov 2022 in

How to supercharge your customer engagement strategy

Every relationship involves give and take. You cook dinner; your partner does the dishes. You take your dog for a walk; they don’t chew your slippers. The same is true of business, if you want your customers to remain loyal, you need to demonstrate you value the relationship by making sure they’re...

How to spot the make-or-break moments in your call center to improve CX

23 Nov 2022 in

How to spot the make-or-break moments in your call center to improve CX

Have you ever felt the mood of a conversation change? When it comes to driving successful call outcomes, being able to spot those make-or-break moments in a call is a key skill. Your call centre teams need to be able to identify and respond to shifts in mood, sentiment, and tone in real-time, but...

How can customer managers in Finance use call analytics to overcome the recession

22 Nov 2022 in

How can customer managers in Finance use call analytics to overcome the recession

In the post-COVID era, finance customer demands are changing. To meet those needs, financial services institutions need to make the customer experience the starting point for process design. There are two trends dominating the effectiveness of customer experience delivered by financial services.

Using call data to overcome growth challenges

17 Nov 2022 in

Using call data to overcome growth challenges

Recently, Infinity CEO Warren Newbert contributed to How To Run A Successful Business: Interviews With Successful Game Changing Business People, a book full of practical, proven and easy to follow advice on how to start, run and grow your own business. In his chapter, Warren discusses the most...

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