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A conversation on omni-channel with Sheila McGee-Smith

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.

5 service expectations that brands aren't meeting

These five significant gaps between customer expectations and service could be hurting your business.

Getting emotional: experts share secrets to CX success

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?

NVM's Conversation Analyzer featured in juried showcase during Enterprise Connect

We were honored to have our speech analytics solution featured in the Innovation Showcase during Enterprise Connect. Check out some highlights from the show.

Preparing your contact center for the age of AI

The AI revolution is in full swing, and businesses should be preparing strategies to both capitalize on its potential and stay competitive.

The year of emotive customer experience

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.

10-step plan to personalized customer experience

This 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

Does a lack of human interaction cost businesses money?

Never underestimate the power of human interaction. Here are some things businesses should keep in mind as they begin to adopt AI technologies.

How to stop your customer journey from ending with a competitor

This post features tips to ensure the customer journey ends with you.

5 customer service challenges you can solve at Dreamforce

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.

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