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.

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.

Hold those employees accountable, not me

Beyond Morale

Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves? The post Hold those employees accountable, not me appeared first on Improving Employee Engagement & Leadership. Why is it employees want consequences placed on others that they wouldn’t place on themselves?

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.

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.

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.

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

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.

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: 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.

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.

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.

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.

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.

From Frontline Staff to Brilliant Customer Success Team – On Demand Webinar

Service Strategies

Blog Recorded Webinars Account Management Customer Experience Management Customer SuccessIn this on demand webcast, hosted by Service Strategies, on transitioning From Frontline Staff to Brilliant Customer Success Team you will gain insight into the key issues involved in developing a strong customer success team. Do you or your team touch the customer? If so, you will find your time well spent learning how to propel their performance forward. Check out this webcast.

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.

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?

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?

Receive a Phone Call with Java


Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API.

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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.

Receive a Call with Java


Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API.

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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.

Shocking! Yahoo’s data breach

Beyond Philosophy

If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind.

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.

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.

This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers

Myra Golden Media

Can I please have the email address associated with your account? One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code?

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.

Twitter vs Facebook vs LinkedIn: Which Is the Best Social Media Tools for CPAs?

Abby Connect Virtual Receptionists

Accountants use social media to promote their firm's services, tax and payroll seminars, tax software tips, and even to recruit new accountants to their firm. According to a recent study , 97% of adults between the ages 16-64 say they logged onto at least one social network in the past month.

5 Ways to Start Modernizing Your Customer Support for a More Personal UX


Modern customers want the organizations they work with to be their advocates, to be accountable and proactive when it comes to their needs and goals. Until recently, it was assumed that technology would replace people in customer support. Now it's clear that technology alone isn't enough. Customers want their experience with a brand to be personalized and intimate. They want to feel distinguished. You don't get that from technology; you get that from people. Customer Experience

Why Customers Make Strange Decisions

Beyond Philosophy

These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Simply put, mental accounting works with emotions also. Imagine that you bought a ticket to see a play for $20.

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden Media

Unused Vacation Time Can Be Money In Your Bank Account. Your paid time off is an asset that can be structured to benefit your mental health, career climb, or your bank account. Today I delivered a customer service workshop in Chicago.

Big Banks: What Are They Hiding?

Beyond Philosophy

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable.

Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? However, getting to your goal by opening a fake account in one of your customer’s names is deplorable.

“Sorry Seems To Be The Hardest Word” – How To Apologize

Beyond Philosophy

Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility. By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly.

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

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.