12 Jan 2023 in Marketing
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.
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11 Jan 2023 in Marketing
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 ...
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4 Jan 2023 in Marketing
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...
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19 Dec 2022 in Marketing
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.
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15 Dec 2022 in Marketing
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.
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15 Dec 2022 in Marketing
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...
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5 Dec 2022 in Marketing
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.
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30 Nov 2022 in Marketing
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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23 Nov 2022 in Marketing
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...
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