News & Views

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...

First Call Resolution? What is it and how to measure it to improve CX

16 Nov 2022 in

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...

Pulse Check: Consumer anxiety increases as banks struggle to meet caller needs

15 Nov 2022 in

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...

Understanding the Moments That Matter for your customers

10 Nov 2022 in

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...

Top tips for improving AHT in your call centre

9 Nov 2022 in

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...

Making every moment count: How to lower your after-call work rates

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.

How tracking phone calls can enhance customer experience analytics

26 Oct 2022 in

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...

443-892-2600