5 Jul 2023 | 6 min read
Interviews Digital Marketing
Partnering up to deliver delightful customer experiences
If you’re paying for a product or service, you want to see the results, right? Anybody would and that’s exactly what we help our partners do – clearly demonstrate the results they’re...
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26 Jun 2023 | 2 min read
Interviews
Insights & Impact episode 6: Acing First Call Resolution (FCR)
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics and, in this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call...
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21 Jun 2023 | 5 min read
News
Everything you need to know about agent scorecards
Every team has an Emma, and every team has a Dave. Emma is great at her job, is super engaged, and always hits her numbers. Dave – not so much. He’s not productive, never hits his...
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15 Jun 2023 | 4 min read
News
Scorecards: they'll transform your customer and agent experience
Every sales team and contact centre leader want their team to deliver an efficient, helpful, and consistent customer experience, but how?
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31 May 2023 | 5 min read
Digital Marketing
The importance of call center agent coaching
A wise person once said – “you learn something new every day”. When it comes to creating a more efficient call centre and five-star agents, this couldn’t be truer. With consumer...
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25 May 2023 | 2 min read
Interviews
Insights & Impact Ep.5: Reducing Average Handling Times (AHT)
Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average...
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24 May 2023 | 9 min read
Interviews
May Hubdate: Your Hub just got better, here’s how…
You’re never far away from getting more out of Infinity, and we’re always looking for new ways to make your data work harder for you.
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10 May 2023 | 4 min read
Digital Marketing
Why it's important to integrate call tracking with your CRM
In an increasingly competitive consumer age, your customers want you to go the extra mile. According to our research, 84% of customers would be less likely to return to a brand after a...
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27 Apr 2023 | 2 min read
Interviews
Insights & Impact Ep.4: Understanding sales performance across sites
In this episode of Insight & Impact, we sat down with Chris Browne, Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all...
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