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NewVoiceMedia - Service

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  • 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
  • Learn How Salesforce Gamification Can Improve Call Center Service Performance Learn How Salesforce Gamification Can Improve Call Center Service Performance Kev Willers, SVP Service and Peter Grant, SVP Motivate | NewVoiceMedia Recorded: Jan 27 2016 58 mins
    ** This webinar will be held twice. Once for US and once for European audiences. (January 26th 11am PST and January 27th 1PM UK)

    Improving agent productivity is one of the primary ways to drive an increase in overall call center performance. Higher agent performance leads directly to increased customer satisfaction, better retention and better referrals. But how exactly to go about motivating and incentivizing agents in a call center environment?

    One way is to use advanced gamification techniques to uncover the habits of your top performing service agents. This path to success can then be replicated across your entire team using a combination intelligent coaching prompts that guide agents and game mechanics that keep them engaged.

    At NewVoiceMedia, we not only provide a gamification application called Motivate, we also use Motivate to optimize the performance of our own service teams. During this webinar you will hear directly from Kev Willers, SVP Customer Service at NewVoiceMedia, as he explains how we’ve used Motivate to improve service levels. Kev will be joined by Peter Grant, SVP, Motivate who will explain how to successfully deploy game mechanics in a Salesforce call center environment.

    Existing NewVoiceMedia customers as well as businesses considering how to improve their call center performance will benefit from this session. You will learn how to:

    •Inspire increased agent performance through interactive, real-time leaderboards, alerts, recognition and
    comparisons
    •Energize team performance with competitions and reward incentives
    •Achieve better call center service performance by creating highly engaged and motivated agents
  • Learn How Salesforce Gamification Can Improve Call Center Service Performance Learn How Salesforce Gamification Can Improve Call Center Service Performance Kev Willers, SVP Service and Peter Grant, SVP Motivate | NewVoiceMedia Recorded: Jan 26 2016 57 mins
    ** This webinar will be held twice. Once for US and once for European audiences. (January 26th 11am PST and January 27th 1PM UK)

    Improving agent productivity is one of the primary ways to drive an increase in overall call center performance. Higher agent performance leads directly to increased customer satisfaction, better retention and better referrals. But how exactly to go about motivating and incentivizing agents in a call center environment?

    One way is to use advanced gamification techniques to uncover the habits of your top performing service agents. This path to success can then be replicated across your entire team using a combination intelligent coaching prompts that guide agents and game mechanics that keep them engaged.

    At NewVoiceMedia, we not only provide a gamification application called Motivate, we also use Motivate to optimize the performance of our own service teams. During this webinar you will hear directly from Kev Willers, SVP Customer Service at NewVoiceMedia, as he explains how we’ve used Motivate to improve service levels. Kev will be joined by Peter Grant, SVP, Motivate who will explain how to successfully deploy game mechanics in a Salesforce call center environment.

    Existing NewVoiceMedia customers as well as businesses considering how to improve their call center performance will benefit from this session. You will learn how to:

    •Inspire increased agent performance through interactive, real-time leaderboards, alerts, recognition and
    comparisons 
    •Energize team performance with competitions and reward incentives
    •Achieve better call center service performance by creating highly engaged and motivated agents 
  • Growing Business: What to measure in customer service Growing Business: What to measure in customer service Art Schoeller - Principal Analyst, Forrester Research; Richard Dumas - RVP Demand Marketing, NewVoiceMedia Recorded: Dec 16 2015 60 mins
    Critical KPIs you need to measure to ensure a great customer experience

    Many large organizations are skilled at measuring and optimizing wide variety of Key Performance Indicators (KPIs) designed to make sure their call centers are providing excellent customer service. But for smaller businesses that may be just ramping up service and support teams, the job of selecting which KPIs to focus on and then determining the appropriate level of performance for each is often confusing. Questions like “how do I create an SLA?” "what is an acceptable wait time?” or “what is an acceptable dropped call percentage?” are often asked.

    In this webinar hosted by NewVoiceMedia, you will learn the answers to those questions and many more. Join Art Schoeller, Principal Analyst at Forrester Research on Wednesday, December 16th at 8am PST to find out what small businesses can learn from larger call centers about establishing and measuring performance metrics.

    You will learn:

    •What service levels you should strive for when getting started
    •How to measure abandoned calls
    •How to determine an appropriate average handle time for calls, emails and other interactions
    •How to establish individual and team objectives
    •What is an NPS score and what score should you consider to be acceptable vs exceptional
    •Why and how to measure customer effort
  • Customer Experiences 3.0: Ten Critical Technologies That Transform Engagement Customer Experiences 3.0: Ten Critical Technologies That Transform Engagement John Goodman, Customer Experience Researcher and Innovator Recorded: Jun 25 2015 54 mins
    This insightful webcast focuses on how businesses can enable their service teams to deliver positive customer experiences every time. John discusses both the strategy and technology mix every customer service team should consider.

    Mr. Goodman, the author of Strategic Customer Service and Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service shares his findings behind the "Customer Experience 3.0", including 10 technologies to make staff and customers successful in a way your CFO and CMO will love.

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