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A conversation on omni-channel with Sheila McGee-Smith

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.

5 service expectations that brands aren't meeting

These five significant gaps between customer expectations and service could be hurting your business.

Pulse 2018 recap: why winning in business depends on customer success

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.

Seven reasons customers don’t like doing business with you

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.

Getting emotional: experts share secrets to CX success

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?

Why emotive CX matters

Tap into the emotional motivations that drive purchasing decisions, and customers become more valuable in every respect: from advocacy to lifetime spend.

Five bedrock customer service essentials

These five fundamental customer service essentials can improve and sustain superior customer service regardless of the nature of your business.

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.

From Salesforce adoption to collaboration: 6 tips for sales team success

These six CRM-based tips from NewVoiceMedia will help get your sales team more invested in your business and increase customer retention and revenue.

How to hire extraordinary employees for your customer-facing vacancies

Read this guide on finding employees who are inclined and equipped to work with customers.

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