Convo issue 1
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
When faced with tough customers ask Colin Greenwood and Richard Ogley. They are here to help.
By Ruzanna Tantushyan - 24th 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
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