How to End IVR Horrors – 3 Strategies to Deliver a Connected Customer Experience
Now, more than ever, deploying an effective omni-channel strategy is critical to business success. If your business is looking to deliver a more complete customer experience, this poses two questions: What elements should you consider as you develop your omni-channel strategy? And what do you need to look for in your solution?
By Christopher Haggis - 17th April 2019
Omni-channel technology can play an important role in your contact center’s strategy when used effectively. Watch NewVoiceMedia’s demo to find out more.
By Ruzanna Tantushyan - 2nd April 2019
Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late! We’ve traced the source of this evil ...
By Dennis Fois - 28th March 2019
Sign up today for our live demo on Thursday, March 7th
By Ruzanna Tantushyan - 26th February 2019
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
It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions.
Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. So, here’s hoping that form still runs true for this latest iteration.
By Martin Hill-Wilson - 30th January 2019
The essential principles of customer service are timeless, but consumer expectations are not. Here are 10 trends changing consumer expectations.
By Ashley Unitt - 28th January 2019
When faced with tough customers ask Colin Greenwood and Richard Ogley. They are here to help.
By Ruzanna Tantushyan - 24th 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
Disappointing results on a customer service survey can be more than demoralizing. The solution is one - improve! Here is how.
By Micah Solomon - 13th December 2018