Articles about NewVoiceMedia

Customer Satisfaction More Important Than AHT

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Customer Satisfaction and Agent Satisfaction metrics are taking a considerable lead over Average Handling Time in the contact centre.

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How Do I… Overcome the Friday Slump?

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Our panel of experts share their best tips and tricks for keeping agents smiling on a Friday afternoon.

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How Will the Internet of Things Change the Contact Centre?

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Our panel of experts look at how the Internet of Things (IoT) will change the contact centre and enable proactive customer service.

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0845 Numbers on the Way Out

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There has been a 7% decrease in the number of contact centres using 0845 numbers since new regulations were introduced in June 2014.

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Case Study: Labor First Improve Operations

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A retiree benefit management company has improved their operational efficiency with cloud technology from NewVoiceMedia.

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White Paper: What Contact Centres Are Doing Right Now (2015 Edition)

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In April 2015, over 600 industry professionals were surveyed about what happens in their contact centre. This White Paper shares the findings of the survey and offers a snapshot view of what contact centres are doing right now.

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What’s Next With… Workforce Management?

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Our panel of experts look at how Workforce Management technology is expected to change over the next few months and years.

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New Features Boost Sales Performance

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NewVoiceMedia has introduced new product features to its ContactWorld for Sales solution.

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Highlights and Replay From Webinar: How to Personalize Customer Interactions

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This repeat webinar was timed for our US/Canada audiences at a time of 8am PST/ 11am EST.

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Highlights and Replay From Webinar: How to Personalise Customer Interactions

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Martin Hill-Wilson discussed how you can personalise the customer experience in your contact centre.

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