News & Views

18 Jan 2023 | 5 min read

Marketing

3 winning strategies to boost customer retention in your call centre

What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The...

12 Jan 2023 | 4 min read

Marketing

Building brand loyalty: The true cost of bad customer experience

The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next...

11 Jan 2023 | 5 min read

Marketing

4 top tips to create a five-star call centre agent training programme

With increasing numbers of customers and prospects picking up the phone looking for reassurance, advice and support, call centres need to focus on providing best in class experiences....

4 Jan 2023 | 6 min read

Marketing

5 tactics to improve call centre efficiency

Despite the increasing number of contact methods for customers in the digital world, your call centre is a critical point of contact for many of your customers. If they have an enquiry...

19 Dec 2022 | 4 min read

Marketing

Contact center predictions for 2023: What’s next?

The holiday season is upon us, but as we bid farewell to 2022 with many, many mince pies, we also have one eye on the future.

15 Dec 2022 | 2 min read

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...

15 Dec 2022 | 4 min read

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...

5 Dec 2022 | 3 min read

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...

30 Nov 2022 | 8 min read

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...