Gartner Magic Quadrant - Contact Centre as a Service 2017
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
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?
By Allison Wilson - 27th March 2018
Tap into the emotional motivations that drive purchasing decisions, and customers become more valuable in every respect: from advocacy to lifetime spend.
By Martin Hill-Wilson - 20th March 2018
These five fundamental customer service essentials can improve and sustain superior customer service regardless of the nature of your business.
By Micah Solomon - 22nd February 2018
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.
By Dennis Fois - 12th February 2018
These six CRM-based tips from NewVoiceMedia will help get your sales team more invested in your business and increase customer retention and revenue.
By Nicola Brookes - 7th February 2018
Read this guide on finding employees who are inclined and equipped to work with customers.
By Micah Solomon - 1st February 2018