Accountability: Is It Good or Bad?


Accountability: We hear that word thrown around a lot and for some it can hold deep meaning while for others it can conger up feelings of failure, belittling, defeat, you name it! Here’s an excerpt: What does it mean to be “held accountable?”

Detecting the various forms of account takeover


Not all account takeovers are the same. . Some criminals go in and immediately begin purchasing products directly from the account. Unfortunately, victims typically don’t find out that their account has been compromised until they discover the charges on their monthly bank statements. Other crooks clean out an account by transferring funds to another account as fast as they can.

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9 Ways to Generate Leads for Your Accounting Firm

Abby Connect Virtual Receptionists

Accounting services are a hot commodity. Businesses of all sizes require accounting professionals’ assistance throughout the year to manage their accounts and assist them in filing taxes.

Whose job is it anyway? The importance of accountability in the world of Customer Experience


It certainly brings to life scenarios and phenomena that many people experience on a regular basis: Lack of accountability. The importance of accountability in the world of Customer Experience appeared first on I J Golding.

The Top 3 Ways to Forecast for Your Contact Center 2 The Top 3 Ways to Forecast Controlling staffing costs—which typically account for 70 to. 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say.

The threat of open information sharing


The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts. Social media, at its core, is a place where people go to connect.

Taking Ownership – key to the success of your approach to Customer Experience


Accountability is something assigned or given. As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.

52 Reasons to Embrace Marketing Operations


I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Marketing Accountability. 52 Reasons to Embrace Marketing Operations Gary Katz.

6 Levers For Executive Commitment to CX (Infographic)

Customer Experience Matters

CCXP3 Organizational Adoption and Accountability Chief customer officer Customer experience Executive leadership Infographic Purposeful LeadershipIn the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

Top contact center authentication stories of 2017


As a result, a total of 145 million customer accounts were compromised. Fallout of the Wells Fargo fake accounts scandal — A year following the banking giant’s bogus accounts scandal, the size and scope of its employee misconduct continued to grow.

Report: State of the CX Profession, 2018

Customer Experience Matters

Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer experience Temkin Group Research TrendsWe just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

CX Competency: Employee Engagement (Video)

Customer Experience Matters

CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee EngagementTemkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture.

Effects of the Equifax Data Breach, Part 4: Long-term consumer threat


Unlike usernames, PIN codes and account passwords, which can and should be changed periodically for better protection, things like your Social Security number and data of birth, cannot. Authentication Banking Fraud account passwords authentication solutions compromised data date of birth Equifax data breach identity fraud identity theft personal information PIN codes proactive security measures security breach sensitive customer data Social Security number

Thinking and acting in the interests of the customer. Have you enabled your people to do it?


Customer retention and loyalty CX Culture People Recovery Travel accessible customer experience Customer What cx cx accountability emotional empowerment functionalI first started writing my blog six years ago.

Amazing Business Radio: Sam Silverstein


Customer Service Begins with Accountability. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. ?.

Report: Lessons in CX Excellence, 2018

Customer Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

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Strategic Customer Experience Action on Voice of Customer


They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence.

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.

To a More Cost-Efficient 2018

Contact Center Pipeline

You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). Many of you reading this are likely in the throes of it right now: the annual budgeting process.

Is Your Price Right? Here’s How To Check

Beyond Philosophy

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red.

The Key to Motivating: Great Management

The Northridge Group

Creating a culture that supports and promotes employee engagement requires an understanding of the connection between employee attitudes and performance as well as a leadership team that is accountable for building and strengthening that relationship.

Strategy Drives Structure

Brad Cleveland

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.”

Top 5 Posts in January

Contact Center Pipeline

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers’ interest?

How to Stay Popular in the World of Amazon Prime

Steve DiGioia

According to an article I just read in the Daily, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Many affected customers say they were never informed of an account closure.

How Should You Set Your Price For Best Results?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. How should I set the price for my product or service?

Are you thinking about moving to the cloud?


Whether you are working in Accounting, IT, Marketing or in a contact center environment, you may have been approached about the possibility of transitioning to the cloud. With the ever changing life span of technology, one thing that won’t change will be the importance of cloud computing.

7 Business Podcasts You Need To Start Listening To

Abby Connect Virtual Receptionists

We looked at a crop of podcasts that cover a range of business topics from law to real estate to accounting to making a profit. Podcasts have become an excellent way to entertain yourself while commuting, traveling, or working out. Here are our favorite business podcasts, in no particular order. Leadership & Management Customer Service Small Business & Entrepreneurs

Top 5 Posts in April

Contact Center Pipeline

Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics. Workforce management tips and takeaways were the topics on the Pipeline blog in April.

Introducing The Temkin Customer Success Index

Customer Experience Matters

As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams. We think that to be successful customer success teams must blend account management with a strong CX mindset. Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy.

"Follow the Leader" Featuring Todd Hixson

Call Center Weekly

Have an accountability process with partners. What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies. This includes high abandons (look at redials).

Ruby Receptionists Vs Abby Connect: Pricing, Fees, Hours & Accuracy

Abby Connect Virtual Receptionists

Whether you’re a lawyer , accountant , or small business owner looking for a virtual receptionist service, doing research is always the first step.

Skills-based ACD vs. Omnichannel Routing

Bright Pattern

Standard ACD s with skills based routing route voice calls based on skills, function and priority, but does not take into account routing for additional channels.

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

Analytical manager adept in the utilization of Lean/Six Sigma methodologies to drive projects to completion with results proven to improve productivity, accountability, talent development and achievement of KPIs.

Staffing for Weekends

Brad Cleveland

That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae. Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends.

Fenero Now Accepts Bitcoin 


Now you can fund your Fenero account with Bitcoin! As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. Fenero now accepts Bitcoin! Bitcoin is a cryptocurrency and worldwide payment system that uses digital cash, and associated with a currency unit like the Dollar or the Euro. Why Bitcoin?

Employee Engagement: Why is it Important?

Call Center Weekly

I possess the 5A’s: Alignment, Assessment, Accountability, Awareness, and Appreciation. By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. Implementing strategies is more than just providing surveys.

Wells Fargo: They Should Do This

Beyond Philosophy

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”.

The Reliable Guide to B2B Lead Generation without Cold Calling


Sometimes as a front line account manager. By Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems. Hate cold calling. So, I’ve made it my business to effectively […]. The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe.

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