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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.

5 ways cloud technology can aid sales success

Here, we outline five ways in which adopting cloud technology can lead to sales success in your business.

Throwback Thursday: Cloud on the horizon

It’s been an exciting week for NewVoiceMedia. On Tuesday, we announced the appointment of our new President and Chief Operating Officer, Dennis Fois, who will lead our marketing, product marketing and customer success teams. Based in San Francisco, Dennis will focus on accelerating NewVoiceMedia’s expansion in North America, pursuing market leadership and deepening the value

The state of the predictive dialler market

Software Advice consults with over 100 buyers of auto diallers each year, collecting information about these buyers’ needs and businesses that yields crucial insights into the state of the auto dialler market. The firm’s analysis of its 2016 interaction data revealed several interesting trends among contact centres. Out of all the needs Software Advice hears

Dreamin’ of bigger and better business

In a few days, NewVoiceMedia will have the pleasure of joining some of the most innovative companies in the Salesforce community for Midwest Dreamin’. This conference embodies everything that is great about the Salesforce collaborative network, while bringing together vendors, customers and Salesforce employees to meet, learn, collaborate and grow. The event is geared toward

Sky-high computing: The innovations that prove the cloud is the new normal

There was a time when cloud computing was a disruptive force in the world of technology. It’s now as ordinary as the clouds in the sky. Back in 2011, Holger Kisker from Forrester claimed (among other predictions) that “The Wild West of cloud procurement is over”. By 2012, most companies had established their formal cloud

The NSA guide on how to hack

It’s not every day the United States National Security Agency (NSA) leads you through a step-by-step guide on how to hack. When they talk about these kinds of things, it’s important to listen – if they are sharing, the knowledge isn’t secret, and hackers are likely running the playbook with equal proficiency. At a recent

What will General Data Protection Regulation (GDPR) mean for European businesses?

We ended 2015 with full consensus that the internet needs improved security and data protection. Hackers breached too much data from government and corporate entities, and their momentum seemed almost completely uninhibited. We were concerned about the ethics of political and corporate surveillance and noted large holes in how customer, consumer and general population data

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