What strategies does your company have to retain its customers? In most cases, your response will include a variation of employing the use of a proactive relationship management system as well as outstanding customer service. But, is your company keeping up with the expanding virtual world while constantly meeting increased customer expectations? Mobility has become a necessity for companies, employees and customers, alike, and virtual contact centers have evolved to assist companies in...continue reading this post »
What would consumers rather do than deal with customer service around the holidays? The infographic below outlines consumers' feelings and preferences on customer service, particularly around the holidays.
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Quality assurance is a significant component of every product and service to ensure continuous success of the business. However, ensuring that customers are receiving outstanding service from contact center agents can be a cumbersome responsibility.
The first step begins at the hiring and training stage. Evaluating potential candidates for essential customer service skills can be assessed through a readiness questionnaire or workforce tools to ensure interviewees are highly motivated and...continue reading this post »
It is no secret that two of the most important parts of any organization are its customers and the employees. Understanding the views and aligning the perceptions of these two groups is critical to customer retention and the longevity of the company. Closing the disconnect between employees and customers is a huge factor in placing a company above its competition. How can workforce optimization and customer service goals be aligned?
Advocates vs. Trouble-Shooters
Organizational culture plays a...continue reading this post »
Salesforce knew it had something special when the greatest minds in SaaS and cloud computing got together for the first Dreamforce convention.
Now running for another year, Dreamforce 2013 looks set to blow previous years out of the water with an excellent line-up of world-class key speakers, innovators and seminars. NewVoiceMedia will be there at Moscone West, booth W222, so stop by for some fantastic giveaways and industry-leading cloud technology that’s getting superior service back on the...continue reading this post »
By Tim Pickard, NewVoiceMedia’s SVP Marketing
We’re pleased to report that NewVoiceMedia has been selected to provide the service telephony at salesforce.com’s Dreamforce conference, the world’s largest vendor-led technology event.
Our market-leading cloud contact centre solutions, which integrate seamlessly with Salesforce to deliver a personalised and unique customer experience, will be used by Salesforce support agents in Dreamforce’s Live Customer Engagement Centre, located in the Expo...continue reading this post »
The Call Centre and Customer Management Expo was another great success and this year NewVoiceMedia was thrilled to conquer the ultimate challenge – building a fully integrated contact centre from scratch in less than an hour. In fact, it took just 28 minutes and 39 seconds, complete with Salesforce integration for full call flow, ACD and routing capabilities.
The team, led by SVP Services Paul Turner, embarked on the epic mission as part of its first workshop designed to guide delegates through...continue reading this post »
Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online.
Check out this infographic to discover the real impact of poor customer service, taken from independent research NewVoiceMedia carried out recently. Then download our report ‘A Nation of Serial Switchers’ for more info and tips.- See more... continue reading this post »
September 6, 2013
The Payment Card Industry Data Security Standards Council (PCI DSS) is an open standard established to protect consumers against fraud when electronically transmitting personal information. Contact centers of all sizes and across multiple industries use PCI DSS certification to ensure a safe cardholder data environment.Compliance is Sometimes Easier Said Than Done
For enterprises, however, compliance is sometimes easier said than done. This is due to the fact that many...continue reading this post »
In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.
Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3. The business application software supplier is...continue reading this post »
Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.
Empirix At a time where companies are making major...continue reading this post »
While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.
Several conference sponsors discussed their plans and reported on their progress:
Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...continue reading this post »