The Conversation: Capturing insights across the contact centre

Your contact centre is the heart and the soul of your business. So, if you don’t have the intel on what’s happening on every call that your staff take – and make – you may as well watch potential profit pour away...  

And herein lies the problem. Many contact centre leaders are missing out on masses of performance-boosting, revenue-raising intel, but they’re in the dark as to where all this secret intel is hiding. And when you get eyes on it, what exactly can these insights do for you? 

What's in it for you?

You'll hear from Andy Vale, Product Marketing Manager and Chris Browne, Head of Insights, (two of Infinity's smartest dudes) and our guest speaker, Emma Pochin, Head of Brand and Used Retail Marketing at Pendragon.

They’ll all walk you through how you can help your call agents move their conversations from ‘meh’ to meaningful, taking the tedium out of training and perking up the performance of every call agent, on every conversation, every time.  

By tuning in, you’ll hear how to: 

• Identify what your customers are saying most (from keywords to product & competitor mentions)
• Track individual agent calls to improve training and ensure best practice  
• Recognise the upselling opportunities (and train your agents to seize them)
• How extracting new insights from their calls, Pendragon reduced their CPA by 63.8%