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.

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.

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?

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.

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. ?.

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

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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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.

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.

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.

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 to Stay Popular in the World of Amazon Prime

Steve DiGioia

According to an article I just read in the Daily Mail.com, 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 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?

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.”

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.

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.

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.

"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).

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.

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.

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.

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?

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.

Audio Deep Dives: Listening Analysis Made Simple

Call Center Weekly

Also, there are complicated grey areas which you will need to account for. Improperly account for out of scope data (OOS) - Some listening analyses will have criteria that cannot be counted into the main pool of data.

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?”.

5 Questions to Think About When Planning System Integration

Aria Solutions

an account and a contact, and the account was successfully created but the contact failed the validation), it must be ensured that the account record is removed again. The account should only be created for a successful order submission, but not if the order submission fails.

3 Benefits of Artificial Intielligence in the Contact Center Industry


Did you provide the automated system with your account details and had to repeat it again for the customer service representative? Do you remember the last time you called an 800 number and experienced a challenge when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses? contact center customer service IVR millennials chatbots speech analytics natural language processing AI artificial intelligence NLP

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

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.”

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not?

Identifying devices to thwart port-out scams


Consumers are being encouraged by mobile carriers to add extra security features to protect their accounts in lieu of a recent increase in “porting” scams.

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.

"Follow the Leader" Featuring Bridget Horan

Call Center Weekly

Bridget has also served leadership roles in customer service, accounting, executive and public relations for over 20 years. What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased. With every step, customer expectations are seamless, and if a brand can’t deliver, customers go elsewhere.

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How KBA alone puts your customers at risk


Their answers may be inadvertently giving away sensitive information that identity thieves can use to access their online accounts. If there’s one thing that makes us truly unique, it’s our past.

Netflix Customer Service


I was unable to login to my account from a new device and wanted to continue my latest binge. I recently had to contact Netflix® regarding my subscription. In this post I will relay my customer service experience and, as good as it was, how it could have been improved

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.