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?”

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 Value of Executive Management in Customer Service

Contact Center Pipeline

Leadership accountability call center contact center customer service leadership role model

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.

Venturing Into ABM? What You Should Be Asking

Ian Jacobs

account-based marketing (ABM) advanced analytics B2B B2B marketing big dataIs curiosity as important as intelligence when it comes to handling complexity? Some new thinking from HBR suggests that it is — especially when handling ambiguity and change.

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.

B2C 9

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.

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.

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.

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

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.

"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).

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?”.

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.

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.

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?

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.

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.

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.

The Impact of Good Email Management on Great Service [INFOGRAPHIC]

Win the Customer

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion in 2013 to over 4.9 billion by the end of 2017.

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?

Coaching for Success: A Quick How To

Call Center Weekly

By getting the coaches to acknowledge their opportunities, you are helping them to take accountability for their performance. By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches.

"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.

A Learner Centered Approach: Retaining Your Tenured Employees Through Client Transition

Call Center Weekly

Without it, the perception of accountability will undermine all other efforts to ignite a passion for learning.

Customer Experience Pain Point: Updating a Credit Card Expiration Date

Toister Performance Solutions

When it does, one of the required chores is updating all the accounts that card is linked to for automatic payments. Here are a few examples: Winner: Netflix I logged into my Netflix account and discovered my credit card was already updated.

Avoid Angry Customers with The No Fault Technique

Toister Performance Solutions

Lisa Dezoete, an Accounting Administrator at, often has to contact customers to collect payments for unpaid accounts. Dezoete then tries to work with her customers to find a solution, such as giving an extension when needed or canceling an unwanted account.

5 Customer Service MUST DOs for 2018

Teresa Allen

If you open a Twitter account with the intent of responding to social customer service complaints and then have only intermittent interaction, it would be akin to opening a call center and only answering the phone every few hours.

Why your contact center is a massive fraud risk

Call Center Coach

This was a great idea 20 years ago, after all 20 years ago no one would know the name of your elementary school or best friend, but I surely don’t need to convince you that a low level criminal with a dial up connection and a Facebook account can figure that out.”.

Goal Setting Mistakes That Will Crush Your Service Culture

Toister Performance Solutions

Thousands of employees collectively opened more than two million phony customer accounts in an effort to meet a sales target of eight financial products per customer. The new executive looked with dismay at the list of strategic goals the CEO had shared.

2018 Customer Experience Trends

The Center for Client Retention

One key facet of the test evaluates how easy it is for guests to log into their various personal accounts, allowing them to get the content they want rather than find themselves stuck with whatever the hotel offers.

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.

Essential Do’s & Don’ts for Customer Experience on Twitter

Win the Customer

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. The most successful of these businesses carefully craft tweets capable of building an engaged community. The result […]. Communication Culture Customer Experience Customer Service Technology

Customer-Centric Netflix Wins Big in the Most Surprising Way


They took into account how these customers are actually RAVING FANS of their product. Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things.

Why Must I Repeat Myself Again and Again?


Why did she ask for my account or customer number? Louis, MO and she had my account up on her screen. Some programs use voice print technology to match the customer’s voice to their account. Customer Support.

Lose the Customer’s Confidence and You Lose the Customer


They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. He was able to take a look at several of our accounts and discovered why we were having our problem, and he fixed it.