News & Views

3 winning strategies to boost customer retention in your call centre

18 Jan 2023 in

3 winning strategies to boost customer retention in your call centre

What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The ability to boost and improve customer retention in your call centre is an integral part of building a sustainable...

Building brand loyalty: The true cost of bad customer experience

12 Jan 2023 in

Building brand loyalty: The true cost of bad customer experience

The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next 12 months to have sufficient funds.

4 top tips to create a five-star call centre agent training programme

11 Jan 2023 in

4 top tips to create a five-star call centre agent training programme

With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences. 84% of customers would be less likely to return to a brand after a poor customer call experience, according to our ...

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...

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