News & Views : Marketing
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.
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...
7 Dec 2022 in Marketing
4 essential call tracking metrics you should be measuring
How many calls does your call centre handle on any given day? Of those calls, how many of them could you confidently say were existing customers and first-time callers? Did they come direct from your website, a Google ad, or did they find you through a third-party?
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.
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...
23 Nov 2022 in Marketing
How to spot the make-or-break moments in your call centre 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...
22 Nov 2022 in Marketing
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.
17 Nov 2022 in Marketing
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...
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...