INDUSTRY INSIGHTS YOUR PEERS ARE READING
Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewThe third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog more. The post 5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance appeared first on Global Response. MORE
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. MORE
A QBR tells the story of an account’s quarterly more. Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewA Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. The post 5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience appeared first on Global Response. MORE
So much so that since early 2017, not a single Google employee work-related account has been successfully phished. . It’s safe to say that the No. MORE
Accountability. A core character commitment, accountability builds relationships and enhances teamwork. Accountability at all levels boosts trust between employees and leaders. Blog Accountability communication Integrity servant leadership teamwork Valuing People vision MORE
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. MORE
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. MORE
Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewThis week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your more. The post 5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation appeared first on Global Response. MORE
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. MORE
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. MORE
Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure. MORE
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. MORE
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. MORE
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. ?. MORE
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? MORE
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?” MORE
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. MORE
One of the things we speak about regularly is the accountability, predictability and sustainability of the organisational approach to customer experience. From here on it is all about access, accountability and actuality! MORE
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. MORE
Puts call centers and customer accounts at greater risk of social engineering. Identity-interrogation is the act of putting callers in the hot seat to answer several personal questions to prove their identity. For example, a customer places a call to your contact center. An operator picks up. MORE
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? MORE
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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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
Leadership accountability call center contact center customer service leadership role model MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
Along with the rising percentage of revenue that fraud accounts for (increasing from 0.95% in 2017 to 1.53% in 2018), the study also found that account takeovers make up 30 percent of fraud losses for mid-size to large online-only firms that conduct international transactions. MORE
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. MORE
As a result, fraudsters can intercept SMS messages to access and take over accounts in route to committing identity fraud. . MORE
Gamification 101 3RD PARTY AGENT PERFORMANCE ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GAMIFICATION SALES WORK FROM HOMEWhat is the real difference between your top reps and bottom reps? MORE
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. MORE
Gamification 101 3RD PARTY AGENT PERFORMANCE AGENT TRAINING ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES COMPLIANCE CUSTOMER SERVICE EBO ENERGY ENGAGEMENT GAMIFICATION LEARNING MANAGEMENT SYSTEM LMS MILLENNIALS PRODUCTIVITY REVENUE REVENUE PER HOUR REVENUE RECOVERY ROI SALES SALES AND PERFORMANCE MARKETING TURNOVER WORK FROM HOMEFor anyone who has kids, you know that a cough is not always just a cough. MORE
CCXP3 Organizational Adoption and Accountability Customer experience Temkin Group VideoThis video explains The Six Laws of Customer Experience. MORE
Gamification 101 3RD PARTY AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES COMPLIANCE CUSTOMER SERVICE EBO ENERGY ENGAGEMENT REVENUE REVENUE PER HOUR REVENUE RECOVERY SALES AND PERFORMANCE MARKETING MORE
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. MORE
Gamification 101 3RD PARTY AGENT PERFORMANCE ATTRITION CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GENERATIONAL SPECTRUM MILLENNIALS PRODUCTIVITY ROI SALES AND PERFORMANCE MARKETING TURNOVER MORE
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING MORE
Accountability Related Topics Etech
NOVEMBER 28, 2017
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?”
TRUSTID
DECEMBER 21, 2017
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.
ijgolding
SEPTEMBER 13, 2018
One of the things we speak about regularly is the accountability, predictability and sustainability of the organisational approach to customer experience. From here on it is all about access, accountability and actuality!
Abby Connect Virtual Receptionists
APRIL 2, 2018
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.
ijgolding
JULY 12, 2017
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.
Beyond Morale
MAY 15, 2012
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?
Contact Center Pipeline
NOVEMBER 22, 2017
Leadership accountability call center contact center customer service leadership role model
TRUSTID
SEPTEMBER 30, 2018
Along with the rising percentage of revenue that fraud accounts for (increasing from 0.95% in 2017 to 1.53% in 2018), the study also found that account takeovers make up 30 percent of fraud losses for mid-size to large online-only firms that conduct international transactions.
Customer Experience Matters
AUGUST 23, 2018
CCXP3 Organizational Adoption and Accountability Customer experience Temkin Group VideoThis video explains The Six Laws of Customer Experience.
TRUSTID
AUGUST 4, 2018
So much so that since early 2017, not a single Google employee work-related account has been successfully phished. . It’s safe to say that the No.
Etech GS
OCTOBER 10, 2018
Accountability. A core character commitment, accountability builds relationships and enhances teamwork. Accountability at all levels boosts trust between employees and leaders. Blog Accountability communication Integrity servant leadership teamwork Valuing People vision
TRUSTID
JULY 7, 2018
Puts call centers and customer accounts at greater risk of social engineering. Identity-interrogation is the act of putting callers in the hot seat to answer several personal questions to prove their identity. For example, a customer places a call to your contact center. An operator picks up.
Global Response
AUGUST 20, 2018
A QBR tells the story of an account’s quarterly more. Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewA Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. The post 5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience appeared first on Global Response.
TRUSTID
JUNE 14, 2018
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.
ijgolding
SEPTEMBER 12, 2017
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.
ClearAction
NOVEMBER 26, 2017
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.
Global Response
AUGUST 24, 2018
Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewThis week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your more. The post 5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation appeared first on Global Response.
Global Response
AUGUST 22, 2018
Account Management Best Practices Global Response Blog QBR Quarterly Business ReviewThe third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog more. The post 5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance appeared first on Global Response.
TRUSTID
DECEMBER 28, 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.
Customer Experience Matters
SEPTEMBER 6, 2017
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.
Customer Experience Matters
MAY 24, 2017
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.
TRUSTID
OCTOBER 26, 2017
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
ShepHyken
MARCH 20, 2018
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. ?.
ClearAction
AUGUST 16, 2016
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.
Customer Experience Matters
MARCH 27, 2018
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.
Noble Systems
DECEMBER 29, 2017
Gamification 101 3RD PARTY AGENT PERFORMANCE ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GAMIFICATION SALES WORK FROM HOMEWhat is the real difference between your top reps and bottom reps?
Noble Systems
SEPTEMBER 19, 2017
Gamification 101 3RD PARTY AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES COMPLIANCE CUSTOMER SERVICE EBO ENERGY ENGAGEMENT REVENUE REVENUE PER HOUR REVENUE RECOVERY SALES AND PERFORMANCE MARKETING
Customer Experience Matters
JANUARY 8, 2018
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.
Noble Systems
SEPTEMBER 27, 2017
Gamification 101 3RD PARTY AGENT PERFORMANCE ATTRITION CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GENERATIONAL SPECTRUM MILLENNIALS PRODUCTIVITY ROI SALES AND PERFORMANCE MARKETING TURNOVER
Noble Systems
MAY 18, 2017
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING
ijgolding
MAY 10, 2018
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.
Noble Systems
JANUARY 12, 2018
Gamification 101 3RD PARTY AGENT PERFORMANCE AGENT TRAINING ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES COMPLIANCE CUSTOMER SERVICE EBO ENERGY ENGAGEMENT GAMIFICATION LEARNING MANAGEMENT SYSTEM LMS MILLENNIALS PRODUCTIVITY REVENUE REVENUE PER HOUR REVENUE RECOVERY ROI SALES SALES AND PERFORMANCE MARKETING TURNOVER WORK FROM HOMEFor anyone who has kids, you know that a cough is not always just a cough.
Contact Center Pipeline
MARCH 8, 2018
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.
Beyond Philosophy
JUNE 15, 2018
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.
Service Strategies
NOVEMBER 3, 2016
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.
Contact Center Pipeline
SEPTEMBER 5, 2017
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.
Beyond Philosophy
MAY 18, 2018
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?
Contact Center Pipeline
JANUARY 31, 2018
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?
Nexmo
AUGUST 9, 2018
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.
Sabio
JULY 9, 2018
Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure.
Beyond Philosophy
FEBRUARY 15, 2018
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.
Nexmo
AUGUST 9, 2018
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.
Beyond Philosophy
SEPTEMBER 28, 2016
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.
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