Gartner Magic Quadrant - Contact Centre as a Service 2017
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
We were honored to have our speech analytics solution featured in the Innovation Showcase during Enterprise Connect. Check out some highlights from the show.
By Allison Wilson - 19th March 2018
The AI revolution is in full swing, and businesses should be preparing strategies to both capitalize on its potential and stay competitive.
By Ashley Unitt - 6th March 2018
In today’s Age of the Customer, personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.
By Dennis Fois - 12th February 2018
This 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.
By Allison Wilson - 18th January 2018
Never underestimate the power of human interaction. Here are some things businesses should keep in mind as they begin to adopt AI technologies.
By Ashley Unitt - 7th December 2017
This post features tips to ensure the customer journey ends with you.
By Tim Pickard - 5th December 2017
Attending Dreamforce is a great way for companies to continue to evolve their service to meet customer expectations. Here are some common customer service issues, and how you can discover solutions at the big event.
By Allison Wilson - 1st November 2017