News & Views

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...

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...

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...

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...

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...

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...

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...

20 Oct 2022 | 2 min read

Marketing

Calls are fuel: The continued importance of call data for automotive dealers

Pre-pandemic car dealers were already feeling the pressure, from disruptive online automotive retailers entering the market to semiconductor shortages holding up the supply chains. Add...

19 Oct 2022 | 6 min read

Marketing

How to improve customer satisfaction in your call centres

We all love to be rewarded. One of the best ways to attract, nurture and retain your customers is to surprise and delight. This involves paying attention to customer interactions,...