With today’s announcement that NewVoiceMedia has achieved the ISO27001 accreditation, here on the blog we wanted to provide you with some behind the scenes information on the process that we’ve been through and what this means to you. ISO27001 is … Read more…
This post is an update from the NewVoiceMedia Foundation through which we support and fund charitable activities both within our local communities as well as those operating overseas. Launched in 2010, it works together with all NewVoiceMedia employees to develop … Read more…
Have you ever wondered how good your contact centre is? Have you ever looked at others in your industry and thought -”I’d love to know how we compare?” An increasing number of contact centres are using mystery shopping as a … Read more…
I was reading a great blog post that Mark Suster wrote in 2010 this week. He was explaining that start-ups could increase their chances of VC investment by going in as early as possible to investors, just to give them … Read more…
We’ve been doing Agile software development here at NewVoiceMedia for a few years now. We’re always learning and adapting the process to meet the needs of a growing business but we’ve nailed a number of the problems many teams go … Read more…
On Friday I had the opportunity to attend the Call Centre League of Excellence seminar held in Gloucester. The League of Excellence is co-ordinated by Vocall, a company that provides mystery shopping services into call centres. Around 30 attendees from … Read more…
This is a guest post by Jon Collins of Inter Orbis, a consulting firm set up to investigate, analyse and document the impact technology is having on business, society and culture. It can be difficult to place a value on … Read more…
Before Christmas I read Gary Vaynerchuk’s latest book The Thank You Economy. If you don’t know, Gary is a successful entrepeneur who took his father’s wine business from $3 million turnover to $45 million turnover, and a lot of that … Read more…
Sad news this morning as we hear that Eastman Kodak has filed for Chapter 11 in the US. Founded over 120 years ago, at it’s height in the 1970′s and 1980′s Kodak owned 90% of film sales, and 85% of … Read more…
Salesforce comes with some great capabilities for managing cases, or tickets, including automated escalations, entitlements and crowd storming. But what happens when a customer calls you with a case already open? What would be best practice? Certainly not routing the … Read more…
