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    • Using Salesforce Gamification to Improve Sales Performance (UKI/EMEA)
      Using Salesforce Gamification to Improve Sales Performance (UKI/EMEA) Richard Dumas Regional VP, NewVoiceMedia Recorded: Aug 16 2017 1:00 pm UTC 46 mins
    • Would you like to improve sales performance, grow your active pipeline, increase calls made and meetings booked? Would you like to increase logging of new contact information and improve the overall usage of your CRM?

      Gamification for Salesforce can help you do just that by fostering teamwork, collaboration, and a healthy level of competition within your sales organization that will ultimately boost the performance of your sales team.

      During this webinar you will see a live demonstration of NewVoiceMedia Motivate working alongside Salesforce Sales Cloud and NewVoiceMedia ContactWorld for Sales.

      You will learn how to:

      - Analyze personality types and design incentives that will reward sales reps in a way that will energize them most
      - Run team competitions with incentives to drive performance
      - Increase sales performance through interactive, real-time leaderboards, alerts, recognition and comparisons
      - Use gamification techniques to encourage your inside sales team to make more calls and engage more prospects over the phone

      Read more >
    • 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 1:00 pm UTC 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

      Read more >
    • 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 11:00 pm UTC 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

      Read more >
    • Using Salesforce Gamification to Improve Sales Performance
      Using Salesforce Gamification to Improve Sales Performance Richard Dumas Regional VP, NewVoiceMedia Recorded: Aug 31 2016 5:00 pm UTC 46 mins
    • Would you like to improve sales performance, grow your active pipeline, increase calls made and meetings booked? Would you like to increase logging of new contact information and improve the overall usage of your CRM?

      Gamification for Salesforce can help you do just that by fostering teamwork, collaboration, and a healthy level of competition within your sales organization that will ultimately boost the performance of your sales team.

      During this webinar you will see a live demonstration of NewVoiceMedia Motivate working alongside Salesforce Sales Cloud and NewVoiceMedia ContactWorld for Sales.

      You will learn how to:

      - Analyze personality types and design incentives that will reward sales reps in a way that will energize them most
      - Run team competitions with incentives to drive performance
      - Increase sales performance through interactive, real-time leaderboards, alerts, recognition and comparisons
      - Use gamification techniques to encourage your inside sales team to make more calls and engage more prospects over the phone

      Read more >
    • State of the Union on Inside Sales
      State of the Union on Inside Sales Bob Perkins, Founder and Chairman, AA-ISP; Monica Girolami, Head of North America Marketing, NewVoiceMedia Recorded: Feb 24 2015 5:00 pm UTC 47 mins
    • Join Bob Perkins, Founder and Chairman for AA-ISP as we discuss the “State of the Union on Inside Sales”. Bob will share findings from the 2015 AA-ISP Top Challenges Research along with his observations from hundreds of meetings and benchmarking visits with senior inside sales leaders. Several key inside sales trends will be discussed including the following:

      · How selling continues to shift towards a virtual/digital process
      · The explosive growth of inside sales and the challenges that this presents
      · The latest trends around selling models and why companies are shifting sales resources from the field to inside
      · The next “Tech Boom” and how these new solutions are accelerating an already efficient virtual selling process

      After reviewing the AA-ISP research and discussing several key trends, we will open the webcast up for Q&A to allow you to share your own findings and ask questions on the topic covered or questions related to your own inside selling concerns and challenges.

      Read more >
    • 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 12:00 pm UTC 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

      Read more >
    • 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 5:00 pm UTC 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

      Read more >
    • 6 Ways Integrating Telephony with Salesforce Can Drive Sales
      6 Ways Integrating Telephony with Salesforce Can Drive Sales Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Apr 14 2016 5:00 pm UTC 53 mins
    • By integrating your phone system with your Salesforce CRM, your sales organization can benefit from a considerable surge in the number of prospects they connect with each hour of every day. But it’s not just about getting a prospect on the phone, it’s also about how effective they are at turning a conversation into a sales opportunity. By using the information you already have in Salesforce to personalize each interaction, your reps will be able to develop your sales pipeline more rapidly and ultimately book more revenue.

      During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Sales and learn six ways a cloud-based inside sales software solution will help you drive sales. Learn more about the benefits of using:

      Click-to-call to avoid slow manual dialing
      Automatic call logging to improve quality
      Voicemail drops to improve outreach
      Local presence to improve pickup rates
      Automated Dialing to reach more prospects
      Integrated Salesforce reporting to track inside sales performance

      Read more >
    • 6 Ways Integrating Telephony with Salesforce Can Drive Sales
      6 Ways Integrating Telephony with Salesforce Can Drive Sales Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Apr 15 2016 12:00 pm UTC 55 mins
    • By integrating your phone system with your Salesforce CRM, your sales organization can benefit from a considerable surge in the number of prospects they connect with each hour of every day. But it’s not just about getting a prospect on the phone, it’s also about how effective they are at turning a conversation into a sales opportunity. By using the information you already have in Salesforce to personalize each interaction, your reps will be able to develop your sales pipeline more rapidly and ultimately book more revenue.

      During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Sales and learn six ways a cloud-based inside sales software solution will help you drive sales. Learn more about the benefits of using:

      - Click-to-call to avoid slow manual dialing
      - Automatic call logging to improve quality
      - Voicemail drops to improve outreach
      - Local presence to improve pickup rates
      - Automated Dialing to reach more prospects
      - Integrated Salesforce reporting to track inside sales performance

      Read more >
    • 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 4:00 pm UTC 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

      Read more >
    • 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 7:00 pm UTC 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 

      Read more >
    • 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 1:00 pm UTC 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

      Read more >
    • 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 4:00 pm UTC 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

      Read more >
    • The Future of Customer Service: Aligning Customer Engagement Centers
      The Future of Customer Service: Aligning Customer Engagement Centers Kate Leggett, Forrester Research; Sarah Patterson, Salesforce; Tim Pickard, NewVoiceMedia; Stephen Timms, ClickSoftware Recorded: Feb 18 2015 4:00 pm UTC 60 mins
    • Please note: All registrations will be shared with Salesforce, ClickSoftware and NewVoiceMedia.

      Come hear industry experts discuss the convergence of customer engagement centers and field service and how this can get you ahead of the competition.

      Customer service expectations have changed. Your customers are multi-channel, connected 24/7 and expect you to be too. Customers expect a consistent, seamless experience from intelligent contact center interaction to agile field service delivery. If these standards aren’t met, consumers are quick to flee to a competitor.

      Moderated by Forrester Research, join Salesforce, NewVoiceMedia and ClickSoftware to discover how an integrated customer service solution can help you gain greater visibility through all stages of your service cycle.

      Learn how world-class service companies are empowering their service teams with the right data, immediately accessed from anywhere in their service chain, to deliver a contextual and personalized service to their customers.

      Join the webinar to learn how world-class service companies are empowering their service teams with the right data at the right time to:

      - Deliver pain free customer service
      - Proactively engage customers for service
      - Personalize customer service interactions
      - Accelerate service delivery

      Read more >
    • NewVoiceMedia’s Summer Release - Have More Successful Customer Conversations
      NewVoiceMedia’s Summer Release - Have More Successful Customer Conversations Clare Wenham, RVP Product Marketing & Scott Effler -VP Product NewVoiceMedia Recorded: Jul 19 2016 12:00 pm UTC 36 mins
    • As part of our Summer Release, we’re unveiling several major product enhancements that will help sales and service teams have more personal phone conversations using the information they have stored in Salesforce. We are also introducing new features that will help you improve your team’s performance while enhancing the experience your customers and prospects have when they engage with your sales and service teams.
      Sign up for our Summer Release webinar to see an overview of the new features and to learn the benefits of our enhancements to ContactWorld. During the webinar your will:


      o Discover enhancements to the way administrators can create call flows, manage skills and easily access data in Salesforce to inform and resolve customer contacts.

      o Learn how integration with Salesforce Omni-Channel Presence enables the two platforms to work together to prioritize the delivery of multichannel interactions.

      o Find out how we’ve automated the process of presenting the correct local number, speed up outbound calling and significantly increasing the call answer rate. It will also be easier than ever to set up and maintain dial lists in ContactWorld.

      o See how ContactPad now aligns with the Salesforce Lightning aesthetic, giving it a modern, refreshed design.

      o Find out how we’ve improved the user experience in the dialer, putting frequently used features at the agent’s fingertips.

      o Learn how we are enhancing WebRTC, enabling calls to be delivered in EMEA as well as in North America.

      And more...

      Read more >
    • NewVoiceMedia’s Summer Release - Have More Successful Customer Conversations
      NewVoiceMedia’s Summer Release - Have More Successful Customer Conversations Clare Wenham, RVP Product Marketing & Scott Effler -VP Product NewVoiceMedia Recorded: Jul 19 2016 5:00 pm UTC 36 mins
    • As part of our Summer Release, we’re unveiling several major product enhancements that will help sales and service teams have more personal phone conversations using the information they have stored in Salesforce. We are also introducing new features that will help you improve your team’s performance while enhancing the experience your customers and prospects have when they engage with your sales and service teams.
      Sign up for our Summer Release webinar to see an overview of the new features and to learn the benefits of our enhancements to ContactWorld. During the webinar your will:


      o Discover enhancements to the way administrators can create call flows, manage skills and easily access data in Salesforce to inform and resolve customer contacts.

      o Learn how integration with Salesforce Omni-Channel Presence enables the two platforms to work together to prioritize the delivery of multichannel interactions.

      o Find out how we’ve automated the process of presenting the correct local number, speed up outbound calling and significantly increasing the call answer rate. It will also be easier than ever to set up and maintain dial lists in ContactWorld.

      o See how ContactPad now aligns with the Salesforce Lightning aesthetic, giving it a modern, refreshed design.

      o Find out how we’ve improved the user experience in the dialer, putting frequently used features at the agent’s fingertips.

      o Learn how we are enhancing WebRTC, enabling calls to be delivered in EMEA as well as in North America.

      And more...

      Read more >
    • The Intimate Relationship between ACD and CRM
      The Intimate Relationship between ACD and CRM Donna Fluss, President, DMG Consulting; Eric Coyle, VP of Product Strategy, NewVoiceMedia Recorded: Nov 11 2014 5:00 pm UTC 63 mins
    • The customer relationship management (CRM) system and automatic call distributor (ACD) or dialer (if you’re doing outbound), are the two most essential applications in your contact center. The ACD or dialer manages the flow of incoming and outgoing interactions. The CRM system tracks the customer relationship and everything done to build and enhance it. For years, these solutions existed side by side, each performing its own function, mostly independently of one another. This is finally changing. The worlds of CRM and ACD are coming together, enabling companies to deliver a personalized and highly differentiated service experience. Join this webinar to learn:

      •The definition of adaptive and intelligent routing
      •How it should be used to improve the customer journey
      •Case studies of applying adaptive and intelligent routing to sales, service and collections

      Read more >
    • 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 5:00 pm UTC 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.

      Read more >