22 Nov 2022 | 3 min read
Marketing
How can customer managers in the Finance sector 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...
Read more
17 Nov 2022 | 4 min read
Marketing
How leveraging call data can help businesses 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...
Read more
16 Nov 2022 | 5 min read
Marketing
What is First Call Resolution? Ways to measure & improve FCR
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...
Read more
15 Nov 2022 | 3 min read
Marketing
Pulse Check: Consumer anxiety increasing as banks struggle to meet call 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...
Read more
10 Nov 2022 | 1 min read
Marketing
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...
Read more
9 Nov 2022 | 8 min read
Marketing
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...
Read more
2 Nov 2022 | 9 min read
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...
Read more
26 Oct 2022 | 5 min read
Marketing
How call tracking 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...
Read more
25 Oct 2022 | 4 min read
Marketing
Customer Insights: The inside scoop on impactful calls, insightful conversations and intelligent conclusions
In a recent interview, CEO of Infinity Warren Newbert spoke to UK Tech News about how impactful calls can lead to insightful conversations, helping businesses draw intelligent...
Read more