Gartner Magic Quadrant - Contact Centre as a Service 2017
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
Customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point. Here are some tips to help you meet the challenge.
By Micah Solomon - 7th June 2018
Observing how the biggest companies in the world provide customer service can help your business reach new heights.
By Allison Wilson - 5th June 2018
If any of these mistakes are happening, or have happened recently, at your company, it’s time to look into a company culture (and perhaps personnel) overhaul, sooner rather than later.
By Micah Solomon - 8th 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
Salesforce World Tour New York brought together more than 12,000 attendees for a day of education and inspiration designed to empower them to create more connected customer experiences.
By Allison Wilson - 1st May 2018
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
There are many parallels between NewVoiceMedia’s philosophies on customer experience, and the trends and takeaways from Pulse 2018, the Customer Success event of the year.
By Allison Wilson - 12th April 2018
Here are seven reasons that customers become dissatisfied with a company's customer service or customer experience — complaints that they're unlikely to share with you before walking away and not coming back.
By Micah Solomon - 3rd April 2018