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NVM shortlisted for Contact Centre Technology Awards

We're pleased to have been named a finalist in the 2019 Call Centre Helper Top 10 Contact Centre Technology Awards.

Behavioural economics: driving efficiencies in contact centres

Why one thing is certain - your customers are not interested in the metric of Average Handling Time (AHT).

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.

3 reasons why behavioural economics is critical for CX transformation

Why behavioural economics helps us understand and change customer behaviour like never before

Exclusive look into cloud contact center built for Salesforce

See the Salesforce-centric contact center in action and discover the difference it can make for your business.

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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