News & Views
16 Nov 2022 in Marketing
First Call Resolution? What is it and how to measure it to improve CX
Have you ever called customer service… and then been forced to call again days or even hours later because your issue wasn’t resolved properly? It’s frustrating for everyone. Your customer is annoyed that they have to spend more time on the phone and your busy call centre has yet another call to...
15 Nov 2022 in Marketing
Pulse Check: Consumer anxiety increases as banks struggle to meet caller needs
As the economic uncertainty deepens in the UK and interest rates continue to soar, our call tracking data over the last few weeks has shown a major spike in call volumes to banks and FSIs. The increase in calls around interest rates, and consequently mortgage payments, skyrocketing emphasises...
10 Nov 2022 in Marketing
Understanding the Moments That Matter for your customers
It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer experience? Poor customer experiences can be damaging for both your revenue and your reputation. And we’ve got the...
9 Nov 2022 in Marketing
Top tips for improving AHT in your call centre
You can run, you can hide, but you can’t escape the fact that poor customer service is bad for business. So bad in fact, that it’s been reported that businesses lose 75% of customers due to waiting times in their call centre. It’s a dire situation and these days, customers aren’t willing to wait...
2 Nov 2022 in
Making every moment count: How to lower your after-call work rates
Your agents are superstars. They’re juggling hundreds, if not thousands, of calls every day. They’re doing their best to make customers happy, and they’re the first point of human contact for many of your best customers.
26 Oct 2022 in Marketing
How tracking phone calls can enhance customer experience analytics
When it comes to brand perception, experiences are more important than ever. We don’t mean the experiential pop-up shop kind of experience; we mean the actual experience of talking to your call agents or your salespeople. One in four customers are willing to pay up to 10% more if they know they’ll...
25 Oct 2022 in Marketing
Customer Insights: Impactful calls, insightful conversations and intelligent conclusions
In a recent interview, CEO of Infinity Warren Newbert spoke to UK Tech News about how impactful calls can lead to insightful conversations, helping businesses draw intelligent conclusions. Here are his thoughts on why customer insight is key for any business to unlock.
20 Oct 2022 in Marketing
Calls are fuel: Why call data is fuel for automotive dealers
Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add to that two years of limited contact and financial strains, and it becomes clear that the car-buying landscape has...
19 Oct 2022 in Marketing
Surprise & delight: How to improve customer satisfaction in your call centres
We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions, offering tailored solutions and most importantly, tracking and increasing customer satisfaction.