No BS Bots
Using Bots for Call Deflection? Dennis Fois Says You’ve Already Lost the CX Battle
Hello. My name is Tom Furr, and I am Head of Brand for NewVoice-Media. And this, in your hands, is CONVO — our exciting newmagazine about the art of great conversations. It’s got interviews, it’s got features and it’s got some meaty questions to really get you thinking.
But, before I tell you what you’ve got to look forward to, I’ve got a request. Marc Benioff, if you’re out there, I’d like to chat. And if anyone knows Marc Benioff (he’s the founder and co-CEO of Salesforce), let him know. We’d love to stick him on the cover of the next issue, and find out the five conversations that changed his life. So, if he’s your boss, if you’ve collaborated with him in the past, or even if you cut his hair once in a while — do us a favour and let him know…
But back to the issue in hand. This summer, I called my brother in London and told him I wanted to create a magazine that explored and celebrated great conversations. It turned into a great conversation itself and he, an art director for a magazine, had a lot of ideas that you’ll see came to life in these very pages.
NewVoiceMedia are on a mission to help companies and the people who populate them, one conversation at a time. CONVO is just one way we’re hoping to help.
Through our cloud contact center we want to make people’s personalities shine through, get people having engaging conversations and help create memorable, meaningful and profitable interactions. We want people to walk away smiling, or to hang up happy.
And how are we doing that in this magazine? By meeting and greeting some of the most pioneering people in CX — and exploring some of the tech that is making the biggest leaps and we kick off our coverage with a husband and wife comedy duo reviewing the best headsets you can buy.
Data, too, is an important part of these interactions — especially for businesses who are starting to realise that it’s not all about getting people off the phone as quickly as possible. As such, with the help of a behavioural strategist, we also try to untangle the knotty question: What makes people tick?
And then there are the people who make these conversations possible. From our cover story, for which we visited the ladies who work in a successful call center in a Arizona prison, to a series of brief conversations in which we coax out insights from interesting people, I’d like to thank everyone who helped make this inaugural issue such a stormer — most of all our CEO, Dennis, for giving all these wonderful illustrators, photographers, writers and thinkers control over this project.
So, if you’re just looking for a good read, we hope you’ll enjoy CONVO. If you’re looking for some real answers, we hope you’ll find those in here, too. And, (I’ll get in trouble if I don’t say this) if you want to buy NewVoiceMedia’s contact center software, we’d be more than happy to hear from you. Because all we want to do is serve organizations who want to deliver a unique customer experience through, you guessed it, great conversations. Speaking of which: Marc Benioff, I’ll be waiting for your email.*
*It’s email@example.com, if I didn’t mention that…
Contact Center Essentials Get the Reviews They Deserve via an Emmy-winning Comedy Writer
The Perryville Arizona State Prison complex is aggressively uninspiring: a clutch of low-slung gray stucco buildings crouched behind endless stretches of chain link fences topped with razor wire and scattered across the sun-bleached, billiard-table flat Sonoran Desert 19 miles due west of Phoenix…