INDUSTRY INSIGHTS YOUR PEERS ARE READING
Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door. MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center MORE
Call Center Contact Center Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer loyalty customer relationships strategy support center MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service efficiency strategy support center MORE
Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience. MORE
Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center MORE
Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic MORE
Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision MORE
Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent? MORE
Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center MORE
Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. MORE
A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business MORE
Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI. MORE
Call Center Contact Center Customer Access Strategy Videos Brad Cleveland Call Center Management On Fast Forward customer access strategy customer relationships Customer Service MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer service statistics strategy support center MORE
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. MORE
Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service support center MORE
The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity. MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service MORE
I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week! MORE
Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it MORE
Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August. MORE
Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it! MORE
Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care. MORE
Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center MORE
How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago. MORE
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center MORE
Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on. MORE
Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week. MORE
What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it. MORE
Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee. MORE
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended MORE
Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused. MORE
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. MORE
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris. MORE
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris. MORE
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Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. MORE
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris. MORE
2013 Related Topics Win the Customer
DECEMBER 30, 2013
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.
Win the Customer
DECEMBER 26, 2013
Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision
Win the Customer
DECEMBER 23, 2013
A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business
Win the Customer
DECEMBER 28, 2013
Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic
Win the Customer
DECEMBER 31, 2013
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended
Win the Customer
DECEMBER 25, 2013
Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.
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Salmat
OCTOBER 9, 2018
It’s the beginning of 2013 and it’s that time of year when pundits start identifying trends for the coming year. Firmly jumping on the bandwagon the following thoughts are Salmat's take on what’s on the cards for digital marketers in the coming year
Beyond Morale
SEPTEMBER 30, 2013
Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.
Chad Schaeffer
JUNE 17, 2013
What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.
Chad Schaeffer
JUNE 10, 2013
Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week.
Chad Schaeffer
NOVEMBER 14, 2013
Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.
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Chad Schaeffer
NOVEMBER 13, 2013
Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!
Insite Managed Solutions
MAY 23, 2013
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.
Chad Schaeffer
JULY 4, 2013
Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August.
Chad Schaeffer
JUNE 29, 2013
I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week!
Chad Schaeffer
JUNE 1, 2013
Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on.
TRUSTID
JANUARY 15, 2013
The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity.
TRUSTID
FEBRUARY 19, 2013
Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.
TRUSTID
FEBRUARY 5, 2013
How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago.
ClearAction
FEBRUARY 25, 2013
Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.
TRUSTID
JANUARY 29, 2013
Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent?
TRUSTID
JANUARY 22, 2013
Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience.
TRUSTID
JANUARY 8, 2013
Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI.
TRUSTID
JANUARY 1, 2013
Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee.
Chip Bell
JULY 12, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.
Chip Bell
JULY 12, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.
Chip Bell
JULY 9, 2013
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.
Salmat
OCTOBER 9, 2018
Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it
Salmat
OCTOBER 9, 2018
Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it
Brad Cleveland
DECEMBER 27, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service efficiency strategy support center
Brad Cleveland
DECEMBER 20, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center
Brad Cleveland
DECEMBER 13, 2013
Call Center Contact Center Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer loyalty customer relationships strategy support center
Brad Cleveland
DECEMBER 6, 2013
Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service support center
Brad Cleveland
NOVEMBER 29, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service
Brad Cleveland
NOVEMBER 22, 2013
Call Center Contact Center Customer Access Strategy Videos Brad Cleveland Call Center Management On Fast Forward customer access strategy customer relationships Customer Service
Brad Cleveland
NOVEMBER 15, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer service statistics strategy support center
Brad Cleveland
NOVEMBER 8, 2013
Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center
Brad Cleveland
NOVEMBER 1, 2013
Call Center Contact Center Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center
Brad Cleveland
OCTOBER 25, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center
Brad Cleveland
OCTOBER 18, 2013
Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center
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