Articles by Andy Vale

30 Jun 2022 | 3 min read

Marketing

Effective tools to enhance your sales outreach strategy

Some companies believe the more prospects they have, the better. However, pursuing incorrect types of prospects can waste valuable time, money, and resource that some of us just don’t...

3 Jun 2022 | 5 min read

News

Infinity Goes Beyond: Introducing Agent ID and Outbound visibility

Take this scenario: you’re a contact centre leader. You’ve got a large team of call agents. Say hi to Bob. He’s a sharp man, always coming off his calls punching the air. You chalk up...

30 Nov 2021 | 3 min read

News

Upgraded: Calls from Google’s Search ads get the full tracking treatment

When a customer calls you directly from a search, you are at the absolute forefront of their mind. It’s a key step in the customer journey, and suggests very high intent to take...

15 Nov 2021 | 4 min read

Digital Marketing

Pulse Check: Call volumes keep on climbing as we head into the last quarter of 2021

The call tracking data we shared in our last Pulse Check showed that the total number of calls our clients received over Q3 was up a shade over 16% compared to the start of the year....

18 Oct 2021 | 3 min read

Marketing

Smart Match: The smarter way to identify your most valuable calls

You wouldn’t be wrong to believe that, if your customers are calling you, it’s a good indicator that you’re doing a lot of things right. On the other hand, it’s essential to recognise...

10 Aug 2021 | 4 min read

Marketing

Guiding the way: How customer journey mapping can lead to better CX

What if every single time you received a call from your customers, you could improve the overall customer experience (CX)? Each time they pick up the phone, you’re presented with an...

9 Aug 2021 | 4 min read

Digital Marketing

Digging deeper: How contact centre analytics can unlock more successful call outcomes

In an increasingly competitive world, it has become more important than ever to provide outstanding customer service. With 75% of consumers saying they expect companies to anticipate...

8 Jul 2021 | 3 min read

News

How the Green List reshuffle impacted traveller dialling habits

"Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be...

7 Jul 2021 | 3 min read

News

Triple helping of immediate strategic insight with Conversation Analytics

They say three’s a crowd, but the conversations you have with your customers make an even larger focus group that’s always welcome. An honest set of audience engagements teeming with...