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NewVoiceMedia - Service

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  • How to Engage Your Agents Through Empowerment
    How to Engage Your Agents Through Empowerment
    Jeff Toister, Author of The Service Culture Handbook Recorded: Jul 13 2017 56 mins
    Agent engagement is one of the toughest challenges for contact center leaders. Low engagement contributes to high turnover and poor quality service. Yet year after year, employee engagement levels remain the same.

    A few elite contact centers have learned how to leverage empowerment to improve service, increase efficiency, and engage their agents.

    Join Jeff Toister, author of The Service Culture Handbook and NewVoiceMedia, to explore the essential link between agent engagement and empowerment. This interactive webinar draws examples from leading organizations and provides cutting-edge research to bring you three steps you can implement immediately.
  • Use Your Salesforce Data to Personalise Every Service Call
    Use Your Salesforce Data to Personalise Every Service Call
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 12 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Use Your Salesforce Data to Personalise Every Service Call (APC)
    Use Your Salesforce Data to Personalise Every Service Call (APC)
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 11 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Your Guide to Workforce Management- Transforming your Service team
    Your Guide to Workforce Management- Transforming your Service team
    Shimon Keren – SVP Products, Monet software Brandon Kraft – Sr. Sales Engineer and Application Specialist, Monet Recorded: Jun 8 2017 33 mins
    Workforce management (WFM) is fast becoming an essential part of any businesses technology ecosystem. Particularly those needing to meet the demands of increasing workloads without increased budgets.

    In this webinar, NewVoiceMedia and Monet Software will share how you can get the most out of automating your staffing to ensure you always have the right people on at the right times. It will provide advice on key considerations for your service delivery and give you actionable insights to start implementing today. It will also guide you through how best to balance the cost vs. service dilemma, ensuring you get the most out of your team without over stretching them or compromising service levels.

    You'll also meet Nick Johnson, and learn how Sparefoot improved their call center operations and increased service levels with NewVoiceMedia and Monet Software.

    We'll identify the next steps on your WFM journey, highlighting where you can make considerable improvements across your contact center and elevate service levels to improve your customers’ experience.
  • How Global DMS Transformed their Customer Experience
    How Global DMS Transformed their Customer Experience
    Kelly Ann Jourdain, Manager, Technical Support, Global DMS and Carl Rio, Strategic Account Manager, NewVoiceMedia Recorded: Aug 30 2016 30 mins
    What’s the best way to enhance the sales and customer experience? Not quite sure what the answer is – don’t worry, every company finds themselves dwelling on how to accomplish this.

    Join Kelly Ann Jourdain, Manager Technical Support at Global DMS and Carl Rio, Strategic Account Manager at NewVoiceMedia as they discuss how Global DMS tackled transforming their customer and sales engagement by increasing their speed of call resolution, eliminating their back-up call center, utilizing omni-channel and analytics to drive efficiency gains.
  • Use Your Salesforce Data to Personalise Every Service Call
    Use Your Salesforce Data to Personalise Every Service Call
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jun 29 2016 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • How MobileIron Redefined Customer Service in just 30 Days
    How MobileIron Redefined Customer Service in just 30 Days
    Monica Girlolami -- VP of North American Marketing, NVM & Dave Carlson--Sr. Manager Technical Support Operations, MobileIron Recorded: Jun 21 2016 37 mins
    New research from NewVoiceMedia shows that U.S. companies are losing $62 billion a year because of bad customer service. Learn how customers are responding, and how MobileIron has changed its customer journey to increase retention rates.
  • Use Your Salesforce Data to Personalize Every Service Call
    Use Your Salesforce Data to Personalize Every Service Call
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: May 25 2016 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • A Case Study Dissected: How WGBH Transformed their Customer Services Experience
    A Case Study Dissected: How WGBH Transformed their Customer Services Experience
    Kate Leggett, VP, Principal Analyst, Forrester and Becky Levy, Associate Director of Member Services & Development, WGBH Recorded: May 3 2016 48 mins
    Join Kate Leggett, VP Principal Analyst at Forrester and Becky Levy, Associate Director of Member Services & Development Operations at WGBH as they discuss tips to transform the customer experience, how to create a profitable customer service strategy, and what technologies to utilize when increasing business and customer value.

    Learn more from WGBH on:

    •The pains of an antiquated, disjointed contact center strategy.
    •Vision for a modern customer service experience.
    •The business value of a consolidated customer engagement strategy through Salesforce
    •How they successfully led the evaluation and four-day implementation of NewVoiceMedia.
    •Their transformation results and lessons learned along the way.

    A lively Q&A will follow this presentation with Kate and Becky – come ready with your questions!
  • 5 Tips and Technologies to Transform Your Customer Experience
    5 Tips and Technologies to Transform Your Customer Experience
    John Goodman,Vice Chairman, Customer Care Measurement & Consulting and Paul Turner, VP Customer Adoption, NewVoiceMedia Recorded: Mar 1 2016 63 mins
    While many businesses today have visionary goals to deliver customer service that “dazzles” their customers, many are struggling to simply satisfy their customers growing list of needs. Why? Much of the challenge is due to the fact that customer’s basic communication requirements have changed from even 5 years ago. Customers not only expect fast service through multiple channels (SMS, email, phone and social), they also expect the first representative to handle their request will have background on their case and the proper training on how to solve their inquiry. Simple enough? Well, not really.
     
    Join special guest John Goodman – one of the original trailblazers in the customer experience industry – and Paul Turner, VP Customer Adoption NewVoiceMedia, as they discuss:

    - How to prioritize your companies’ current customer service challenges
    - Best practices to identify and counter your top customer frustrations
    - Emerging technologies that automate better customer communications to increase customer satisfaction

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