Case History: Reducing caller abandonment

Citizens Advice (CABx) is so universally sought after to give free advice it can be very difficult  for a caller to get through to the right advisor.  CAB Northamptonshire wanted to prioritise callers that are known to need urgent help.

The problem is compounded by the fact that the bureau and advisors can be in several physical locations, and finance is always tight... 

Case History:  Automated Card Payments

How Parcelforce automated the payment of customs charges over the phone...

Case History: Disaster Recovery

How Parcelforce switched into Disaster Recovery after the July 7th attack in London.

Case History: Multi-site Contact Centre

Parcelforce have implemented a distributed call centre working from 53 depots throughout the UK using a custom ContactWorld solution.

Case History: Custom IVR

The BBC Coast program won a BAFTA for Interactivity following a NewVoiceMedia IVR to describe the locations where ramblers were at the time. 

Case History: Homeworking Call Centre

How do you set-up and manage a team of homeworkers? This application gives an example of how easy it can be.

Case History: UCAS Clearing for Universities

UCAS Clearing, a temporary 40-seat call centre run by a university.

Case History: Custom IVR solution

Facility to allow Addison Lee cab drivers to call customers when they arrive at a pick-up without the customer's phone number being disclosed...

 
Case History: B2B Application of Individual Caller Treatment

Plum Products sell to Argos,  Waitrose, Toys R Us – as well as over 800 other stores and garden centres. They use Individual Caller Treatment and link into their SAP database...

 Hosted Contact Centres and Individual Caller 
 Treatment.

 What is a Hosted Contact Centre? How do they change the way a contact
 centre is set-up and run?

 This comprehensive whitepaper will give the answer to all these
 questions and more...
 

 Pandemic Flu and Disaster Recovery.

 A flu pandemic is long overdue, and recent scares with SARS and Bird
 Flu have concentrated the minds of managers responsible for guiding
 their company through such 'disasters'. This whitepaper highlights the
 scale of a pandemic problem...and shows how a Hosted Contact Centre is
 an ideal solution.

An Introduction to NewVoiceMedia by the CEO
A single-sided flier that discusses the concept of Cloud Computing and its application to Business Telephony.

ContactWorld and the Hosted Contact Centre
A four page brochure listing the features and business benefits of ContactWorld, the NewVoiceMedia platform for Business Telephony and Call Centres.

A four page brochure showing how advanced CTI techniques are applied to not only improve the customer experience, but also to boost agent efficiency.

ContactWorld for Salesforce
NewVoiceMedia’s hosted contact centre is now integrated with
Salesforce and gives agents a seamless interface to manage their
calls and customer contact information.

 Hosted Telephony Solutions flier

 Individual Caller Treatment flier

All too often call centres gain a poor reputation by herding each and every one of their callers through the same process, irrespective of the caller’s needs or call history. The NewVoiceMedia platform allows companies to differentiate callers in real-time based on information from, for example, a CRM system, web page or other pot of information.

PCI DSS Compliant Card Payments flier
Any contact centre or business that takes credit card payments over the phone is subject to the Payment Card Industry Data Security Standard (PCI-DSS).  These standards, developed in collaboration with card providers such as Visa, MasterCard and American Express, specify what should and what should not be done during a transaction, and have the specific aim of reducing fraud.

 Disaster recovery and business continuity flier

You never know when a disaster will strike. Flood, fire, flu pandemic, civil unrest, terrorist action...could all have a serious impact on your business operations. NewVoiceMedia ContactWorld would allow you to switch into a disaster recovery mode in minutes.

 Contact Centre Audio flier 


Professional business audio and on hold marketing is vital to give your calls that great first impression. Sound great, add music or sound effects to add that special interest, and create a performances that not only keeps the caller on hold for longer, but also uses the on-hold time to sell!

28 Ways of Thinking 'Out of the Box' that improve Contact Centre Efficiency While Still Cutting Costs (8 pages)

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