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Improvements to Make If You’re Getting Bad Customer Service Survey Results

Disappointing results on a customer service survey can be more than demoralizing. The solution is one - improve! Here is how.

No BS bots

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.

The ABCs of competing on customer service with better-resourced companies

If your company has limited resources and modest means, there are still ways to follow in the footsteps of the customer service-focused companies with nearly unlimited budgets that you hear so much about: Apple and Zappos, Mercedes-Benz and Lexus, Amazon and Nordstrom.

Marc Benioff… I’d like to chat

Hello. My name’s Tom Furr and I’m Head of Brand for NewVoiceMedia. And today, I’m excited to bring you, CONVO — our brand-new magazine 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.

Find out how you can digitally transform your contact center

Join us for our upcoming webinar, Digitally Transform your Contact Center, on Tuesday November 13th. NewVoiceMedia will host a panel of experts from Salesforce, Inogen and Vertafore for an interactive discussion around the benefits of omni-channel and speech analytics solutions.

NewVoiceMedia positioned as a Leader in Gartner Magic Quadrant for Contact Centre as a Service, Western Europe* for second consecutive year

We are delighted to have been positioned in the Leaders’ quadrant in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe for the second consecutive year. Magic Quadrants offer visual snapshots, in-depth analyses and actionable advice that provide insight into a market's direction, maturity and participants.*

How NewVoiceMedia embraced the Pledge 1% movement

In February 2016, we officially announced our participation in the Pledge 1% movement, applying a simple yet transformative idea: donate 1% of product, 1% of equity, 1% of profit or 1% of employee time to support non-profit causes around the world. Employees, shareholders, customers and the community all benefit when a company builds giving back into its DNA and, for us, it’s one of the best decisions we’ve ever made.

The inspirational quotes of Dreamforce 2018

After two fun, informative and action-packed days, it’s hard to believe there are only two more days of Dreamforce 2018! With 3,200+ sessions, 170,000+ people registered – including plenty of A-list luminaries – and around 10 million joining in online, we’re thoroughly inspired, a little exhausted, but eager to see what the rest of the festivities will bring!

An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data

Hang around the CRM space long enough and you’re bound to hear the term “360-dgeree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal.

NVM at DF18: Maximize the feel-good-factor to create exceptional customer experiences

In the Age of the Customer, when competitors are a tap away, the same products are sold everywhere, and features are copied in the blink of an eye, customer experience is increasingly the primary means for businesses to differentiate and to thrive.

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