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How to implement a successful omni-channel strategy and solution

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?

Discover the benefits of omni-channel integration with our demo

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.

Menu monster: the IVR that devoured customer experience

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 ...

See an omni-channel contact center in action

Sign up today for our live demo on Thursday, March 7th

Whisper Coaching: How Will AI Make Your Whispering More Effective?

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.

2019 predictions for ambitious contact centres

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 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.

10 trends changing customer expectations

The essential principles of customer service are timeless, but consumer expectations are not. Here are 10 trends changing consumer expectations.

Tough Customers

When faced with tough customers ask Colin Greenwood and Richard Ogley. They are here to help.

The shift: From customer service to customer experience

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.

Improvements to make if you’re getting bad customer service survey results

Disappointing results on a customer service survey can be more than demoralizing. The solution is one - improve! Here is how.

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