Convo issue 1
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
An angry customer is two or three times more likely to leave a negative review, and 80% of customers will steer clear of a business with negative reviews. Getting it wrong may even earn you some really bad press. Getting it right isn’t easy, but it’s not impossible either. So how do you keep customers happy?
By Edmund Ovington - 3rd September 2018
Speech analytics is one of the fastest-growing contact center technologies because it allows businesses to transform unstructured audio content into actionable insights.
By Ashley Unitt - 15th June 2018
Here are five of the best reasons AI-powered capabilities can help your business sell more.
By Ashley Unitt - 23rd May 2018
With the countdown to ‘doors open’ fast approaching, Salesforce World Tour London is shaping up to be a fantastic day packed full of insights and innovation.
By Nicola Brookes - 11th May 2018
Compliance means you’re doing everything you can to ensure that you and your customers are protected. Yet even though you may already understand how vital PCI compliance is for your business, it still may not be in 100 percent compliance.
By Kristen Gramigna - 2nd May 2018
Salesforce World Tour New York brought together more than 12,000 attendees for a day of education and inspiration designed to empower them to create more connected customer experiences.
By Allison Wilson - 1st May 2018
NewVoiceMedia CEO Dennis Fois recently had the opportunity to catch up with Sheila McGee-Smith, founder and principal analyst of McGee-Smith Analytics, for a conversation about how omni-channel service trends are impacting contact centers.
By Allison Wilson - 23rd April 2018
These five significant gaps between customer expectations and service could be hurting your business.
By Nicola Brookes - 17th April 2018
Brands that create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. So what’s their secret?
By Allison Wilson - 27th March 2018