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Use Your Salesforce Data to Personalize Every Service Call

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
Recorded May 25 2016 55 mins
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Presented by
Jason Fowler, RVP Sales Engineering, NewVoiceMedia
Presentation preview: Use Your Salesforce Data to Personalize Every Service Call
  • Channel
  • Channel profile
  • How Global DMS Transformed their Customer Experience Recorded: Aug 30 2016 30 mins
    Kelly Ann Jourdain, Manager, Technical Support, Global DMS and Carl Rio, Strategic Account Manager, NewVoiceMedia
    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 Recorded: Jun 29 2016 55 mins
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia
    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 Recorded: Jun 21 2016 37 mins
    Monica Girlolami -- VP of North American Marketing, NVM & Dave Carlson--Sr. Manager Technical Support Operations, MobileIron
    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 Recorded: May 25 2016 55 mins
    Jason Fowler, RVP Sales Engineering, NewVoiceMedia
    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 Recorded: May 3 2016 48 mins
    Kate Leggett, VP, Principal Analyst, Forrester and Becky Levy, Associate Director of Member Services & Development, WGBH
    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 Recorded: Mar 1 2016 63 mins
    John Goodman,Vice Chairman, Customer Care Measurement & Consulting and Paul Turner, VP Customer Adoption, NewVoiceMedia
    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 Recorded: Jan 27 2016 58 mins
    Kev Willers, SVP Service and Peter Grant, SVP Motivate | NewVoiceMedia
    ** 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 Recorded: Jan 26 2016 57 mins
    Kev Willers, SVP Service and Peter Grant, SVP Motivate | NewVoiceMedia
    ** 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 Recorded: Dec 16 2015 60 mins
    Art Schoeller - Principal Analyst, Forrester Research; Richard Dumas - RVP Demand Marketing, NewVoiceMedia
    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 Recorded: Jun 25 2015 54 mins
    John Goodman, Customer Experience Researcher and Innovator
    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.
  • 5 Tips for Making Phone Support Easy Recorded: Jun 11 2015 26 mins
    Keara Cho - Desk.com; Monica Girolami - NewVoiceMedia; Sophie Conti & Eric Hallquist - Customer Service Lab
    Do customers expect even small businesses to provide a 1-800 number for support? The answer is a resounding “yes,” but it can be hard to find a cost-effective system that just works and is easy to train your staff on. Phone support doesn’t have be daunting. Get tips from the experts on finding the perfect telephony solution for your business.

    Join Desk.com, NewVoiceMedia, and Customer Service Lab as we decode buzz-worthy terms like screen pop, call recording, click-to-dial, softphone and many more. After this webinar you’ll be able to identify different types of telephony partners, find tools that will help your agents make calls from their desktop, analyze the impact of the phone channel and deliver an enterprise call center experience for your small business.
  • Achieving Social Service Success: Amaze Through Social Media! Recorded: Apr 7 2015 43 mins
    Shep Hyken, CSP, CPAE, Chief Amazement Officer of Shepard Presentations; Monica Girolami, Head of North America Marketing
    Please join best selling author, Shep Hyken as he discusses how customer service expectations have been drastically altered by the rise of social media. He will share his tips to successfully win the hearts of customers through social engagement. We will review how to successfully balance a reactive and proactive social media approach to address customer’s needs in real-time and help foster revenue growth year-over-year. Join to discuss:

    •Customer Service expectations in an expanding social world
    •Reactive vs Proactive social customer service strategies
    •How to build a company and team that excels through social media

    Plus we will have Q/A running throughout the event, so please come with your questions and social engagement tips!
  • The Future of Customer Service: Aligning Customer Engagement Centers Recorded: Feb 18 2015 60 mins
    Kate Leggett, Forrester Research; Sarah Patterson, Salesforce; Tim Pickard, NewVoiceMedia; Stephen Timms, ClickSoftware
    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
  • Modernizing the WGBH Customer Engagement Experience: A Webinar Case Study Recorded: Jan 14 2015 41 mins
    Becky Levy, Associate Director of Member Services & Development, WGBH; Corinne Robert, Sr. Marketing Manager, NewVoiceMedia
    In this 30-minute webcast, you’re invited to hear directly from WGBH how its Member Service organization transformed their antiquated telephony solution and customer engagement strategy, delivering drastic improvements for its members and agents.

    Becky Levy, Associate Director of Member Services & Development Operations, led the evaluation and four-day implementation of NewVoiceMedia and will share:

    -The pains WGBH experienced using an antiquated, disjointed solution
    -Her vision for a modern customer service experience
    -The business value of a customer engagement strategy that integrates with your CRM infrastructure.
    -Specific product use cases
    -Early results
    -Q&A – come ready with your questions!

    Whether you know very little about NewVoiceMedia or are considering a new customer engagement strategy for your own business, this is a rare opportunity to learn directly from a peer in the industry.
  • The Intimate Relationship between ACD and CRM Recorded: Nov 11 2014 63 mins
    Donna Fluss, President, DMG Consulting; Eric Coyle, VP of Product Strategy, NewVoiceMedia
    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
  • Transform Customer Service: Key Principles to Reducing Customer Effort Recorded: Sep 15 2014 60 mins
    Speaker: Rick DeLisi, Senior Director and co-author of The Effortless Experience, CEB Host: Monica Girolami, Head of Mark
    Join Rick DeLisi, Senior Director CEB and co-author of the The Effortless Experience as he provides an overview on their latest research which shows that customer effort in service interactions is the strongest determinant of customer loyalty—96% of customers who put forth “high effort” are more disloyal.

    In this webinar, you will learn how to:
    · Boost self-service channel “stickiness” by guiding customers to low-effort resolution paths
    · Head off the next likely issue through next issue avoidance

    Instead of struggling to delight customers beyond their expectations, consider focusing on creating service strategies that make it easy for the customer through low-effort experiences!
  • 7 Customer Success Tips to Grow Your Business Recorded: Jul 23 2014 44 mins
    Shep Hyken, Chief Amazement Officer & Monica Girolami, Head of North America Marketing
    Please join best selling author, Shep Hyken as he takes us through the case study of how Ace Hardware, a 90 year co-op with over 5,000 locally owned stores continues to be a market leader and grow revenue year-over-year. We will review how to:
    •Create Customer Advocates
    •Be the Best Place to Work
    •Know the Value of Your Customer
    •Leverage Technology to Automate Customer Success
    •+ 3 more
    Plus we will have Q/A running throughout the event, so please come with your questions!
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We leverage the power of the cloud using our unique technology to personalize the customer journey through your Salesforce contact center

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  • Live at: May 25 2016 5:00 pm
  • Presented by: Jason Fowler, RVP Sales Engineering, NewVoiceMedia
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