News & Events  


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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The unforgiving Brits: Unhappy consumers in the UK punish poor service more than US consumers

Colin Shaw by Colin Shaw

According to recent research from NewVoiceMedia, UK consumers are more likely than US consumers to drop an organization due to poor service. By defining that over $20 billion in revenue is transferred due to bad service from firm to firm … View full article

Posted in: Customer Service, News & Events
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Outstanding customer satisfaction always fuels growth

Tquila by Tquila

We had the pleasure of welcoming Dr. Steve Garnett, EMEA Chairman at salesforce.com to one of our Tquila All Hands events. Steve entertained the eager crowd with a humorous insight into his career, experience and thoughts on the computer industry and … View full article

Posted in: Cloud Computing, News & Events
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Understanding the modern call centre: Our jargon-busting guide

by Nicola Brookes

As technology develops, new words are entering the English language every day and it’s hard to keep up. There are approximately 1,000 new entries to Oxford Dictionaries Online every year – and a large proportion of these words are used … View full article

Posted in: Call Centre Technology, News & Events
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NewVoiceMedia at Salesforce1 World Tour London

by Nicola Brookes

We were really excited to be a gold sponsor and exhibitor at Salesforce1 World Tour London last Thursday. Bringing together more than 10,000 leading Salesforce partners, customers, prospects, technology innovators and thought leaders, to share ideas, discuss industry trends and … View full article

Posted in: News & Events
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