[INTERACTIVE] Taking your business global: Contact center service around the world

by Nicola Brookes

Being a business today is so much more than selling to passers-by. Your shop window could be seen by people in hundreds of different countries every day; and the success of companies like Amazon, eBay and Etsy show that people like … View full article

Posted in: Customer Service, News & Events
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How Wowcher customers are wowed with NewVoiceMedia

by Nicola Brookes

Check out the video below to see Samantha Tomlinson and Julian Boardman explain how Wowcher has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service, with Salesforce integration. The UK’s second largest daily deals website … View full article

Posted in: Customer Service, News & Events
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Why VCs like NewVoiceMedia’s trajectory

by Martin Hill-Wilson

What can you do with $50m? Personally this is an exercise in creative imagination I find pretty easy! But I guess the leadership team at NewVoiceMedia have already honed their wish list for powering the globalisation game-plan. The news about … View full article

Posted in: Investment, News & Events
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NewVoiceMedia joins the TCV portfolio

John Rosenberg by John Rosenberg

We are delighted to lead today’s $50 million investment round and welcome NewVoiceMedia to the TCV portfolio. It is an honor to join Bessemer Venture Partners (BVP), Highland Capital Partners Europe, Eden Ventures, Notion Capital and salesforce.com in backing and … View full article

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$50m investment further validates cloud contact centre model

by Jonathan Gale

We’re excited to announce today that we’ve secured $50 million in a new round of funding led by top investor Technology Crossover Ventures (TCV) and joined by existing shareholders Bessemer Venture Partners (BVP), Highland Capital Partners Europe, Eden Ventures, Notion … View full article

Posted in: Investment
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Do you know your Customer Effort Score?

CEB by CEB

At the request of members, we recently revisited our Customer Effort Score™ (CES) work. CES is one part of a much larger body of customer effort work, (for CEB Customer Contact members), but its simplicity and power make it easy to communicate across … View full article

Posted in: Customer Service, News & Events
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Five ways Topcon delivers predictably excellent customer service

Aaron Ross by Aaron Ross

The following is an excerpt from Part 1 of the new ‘Predictable Revenue Guide to Tripling Your Sales‘: Frustrated customer support agents help create frustrated customers Customer support (like sales or sales prospecting) doesn’t have to be a burnout, boiler-room … View full article

Posted in: Customer Service, News & Events
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The multibillion dollar cost of poor customer service in Australia [INFOGRAPHIC]

by Nicola Brookes

Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online. Check out this infographic to discover the real impact of poor customer … View full article

Posted in: Customer Service, News & Events
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