Articles about NewVoiceMedia

Customer Satisfaction More Important Than AHT


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?


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?


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


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


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)


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?


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


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


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


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

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