Convo issue 1
We are proud to announce that NewVoiceMedia has agreed to become part of Vonage.
Why one thing is certain - your customers are not interested in the metric of Average Handling Time (AHT).
By Cowry Consulting - 12th February 2019
To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person.
By Chris Bucholtz - 5th February 2019
It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions.
Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. So, here’s hoping that form still runs true for this latest iteration.
By Martin Hill-Wilson - 30th January 2019
The essential principles of customer service are timeless, but consumer expectations are not. Here are 10 trends changing consumer expectations.
By Ashley Unitt - 28th January 2019
When faced with tough customers ask Colin Greenwood and Richard Ogley. They are here to help.
By Ruzanna Tantushyan - 24th January 2019
Why behavioural economics helps us understand and change customer behaviour like never before
By Cowry Consulting - 23rd January 2019
See the Salesforce-centric contact center in action and discover the difference it can make for your business.
By Ruzanna Tantushyan - 15th January 2019
As scores of attendees to Salesforce World Tour packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. The discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric.
By Ruzanna Tantushyan - 18th December 2018
Disappointing results on a customer service survey can be more than demoralizing. The solution is one - improve! Here is how.
By Micah Solomon - 13th December 2018
As technologies such as artificial intelligence and bots threaten to upend the contact center, the world must find a balance between using cutting-edge technology and fostering human connections. Dennis Fois, President of NewVoiceMedia and an expert in both modern technology and human conversation is just the man for the job.
By Chris Bucholtz - 6th December 2018