Teleopti AB wins WFM bid for Billions Finance


Lending firm Billions Finance has expanded its business, earning top-level market share. In response to the booming market, the firm has around 2,000 agents working in their customer-service organization. Continued expansion, anticipated for 2015, brings new challenges.

Voice Biometrics In The Finance Industry


For those operating in the financial services industry, security and detecting fraud will always be of paramount importance. The challenge is how to protect the bank and the customers’ personal and financial access while also creating a positive customer experience with short call times and without the sometimes annoying security questions says Brett Feldon, CTO of Speech Solutions at Salmat

Finances Online Adds PanTerra CloudUC


Additionally, PanTerra has received Finances Online’s 2017 Awards for Rising Star and Great User Experience and was listed among the. Whether you’re looking for Team Collaboration, Advanced Cloud PBX or Unified Service, Finance Online gives PanTerra their seal of approval. PanTerra on Finance Online, visit our review page on their platform PanTerra Networks, the leading provider of unified cloud services for mid-market enterprises, today announced it has been added to.

The core strategies of curating winning customer journeys in finance


As well as being invited to speak on a panel discussion around taking advantage of technological innovation in finance, we were eager to have conversations about how finance brands are improving the experience they are offering their customers.

Teleopti in strategic partnership with Yucheng Technologies for WFM-solutions in the Chinese Finance Market


Teleopti AB and Yucheng Technologies have singed a strategic partnership agreement to jointly promote the Teleopti WFM Workforce Management solution in Beijing, China

Bank of Communications - Teleopti’s First Customer on the Chinese Finance Market


Teleopti, a global provider of Workforce Management (WFM) solutions for large contact centres, has received an order for their workforce management solution, Teleopti WFM, from the Bank of Communications, a leading bank in China. The leading Bank Application and System Integration provider, Yucheng Technology, is responsible for this project delivery together with Teleopti. It is estimated that the full project will be delivered in the next 2 months



Best Practices The More You Know Interpretation Language Services privacy security reliability Voiance finance GDPRService providers are legally obligated to protect their clients’ data.

Cost Cutting in the Call Center Kills Customer Experience

Win the Customer

Business Call Center Customer Service Management Finances If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.

The Score: Good Customer Service 1 Technology 0


Customer Care Customer Experience Customer Service Uncategorized customer service finance customer service financial customer service interactive voice response IVRDon’t you hate it when you have an urgent customer service matter that requires live assistance?

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)


Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances

Case Study | How Merchants keeps compliance a top priority for a financial services client


For customers of financial services products in the UK, many had been mis-sold payment protection insurance (PPI) in the past, sold along with other products like loans, credit cards, store cards, car finance and mortgages. Regulatory compliance is the top priority for all our financial services organisations, including one of our UK clients.

NextGear Capital Drives Growth and Improves CSAT 10%


For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including responsive, reliable support by email, phone and chat.

Car Sales Through Vending Machines!

Beyond Philosophy

This is a step in the right direction, but it’s still the same old car dealership with opaque pricing and negotiating tactics, confusing financing options and a host of add-on fees. The customers have spoken, and they’ve had enough of car dealerships.

Sales 339

Countries that approved video identification in banks


A new reading of Germany’s money laundering law by the German Ministry of Finance in March 2014 has paved the road for this innovation. In this post I’ll try to list the countries allowed their banks to identify clients through video. Proof links are included.

"Follow the Leader", Featuring Jeremy Watkin

Call Center Weekly

The next time you need to approach engineering to fix a bug, or work with marketing to improve their messaging, or get approval from finance to purchase a new piece of customer engagement technology, you’ll be glad you did the relational work up front.

Beware! Don’t Make These Mistakes When Measuring Success

Beyond Philosophy

Yes, finance, legal, accounts receivable, we are talking about you. When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. Cory holds an MBA in Logistics and Finance from the University of Tennessee.

Unbelievable! Does Car Buying HAVE To Be SO Bad?

Beyond Philosophy

Salespeople and finance directors and that mysterious manager in the back office must be empowered to do what it takes to make the experience terrific. So a couple of months ago, Lorraine and I headed out to our local Jeep dealership.

Rage on: These are the kinds of companies that make you the most angry

Connecting the Dots

Yahoo Finance. CCMC ~. By Kathryn Kyte. The relationship between consumer and company doesn’t always run as smoothly as we’d hope.

Rage on: These are the kinds of companies that make you the most angry

Connecting the Dots

Yahoo Finance. CCMC ~. By Kathryn Kyte. The relationship between consumer and company doesn’t always run as smoothly as we’d hope.

Cloud Computing is Evolving – Are Your Contact Centers?


It enables real-time agility in Operations, empowers IT to drive innovation and ensure Finance teams better economics. Better economics for Finance. Learn more about how leaders from operations, IT and finance realized huge financial benefits moving from premise to cloud. Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice.

Why Management Ignores Customers – and 7 Ways to Fix It

Beyond Philosophy

Executives spend their days dealing with big-picture strategic issues, personnel management and company finances. In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach.

Meet the CallSource Team: An Interview with Kyle Klimusko

CallSource Insights

Title: Finance Manager. Finance Manager. Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Kyle Klimusko. When did you start working for CS? I was a temp hire in 2010, and then rejoined the company in February 2014.

Exposed: How To Measure Your Customer’s Loyalty and CX

Beyond Philosophy

That means you should include your finance department, your legal department, and any other “back office” departments in your measurement. Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it?

Win the Customer Experience (CX) Game in Your Contact Center


It drives real time agility for operations teams, innovation for IT and better economics for your Finance teams. We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel.

Five Mistakes Credit Unions Are Making in the Credit Union Contact Center

Enghouse Interactive

From newlyweds that may be looking to finance a house mortgage or a high school senior looking for a student loan, these types of predicable situations can be advantageous to credit unions looking to reach out and offer the proper financial products. Another key to creating these personalized success stories is to make sure there are agents available that are loan and home financing experts in these situations.

Top Five Obstacles to Customer Centricity #3 Numbers Focus

Peter Lavers

Too many customer profitability projects don’t engage the finance teams and accountants enough, so their outputs are viewed with suspicion and they end up back in Obstacle number 1 – only being used by one silo!

Sears Declares Bankruptcy. What's Next for Retailers?

Branch Mesenger

Finance. Before there was Amazon, there was Sears. A retail titan in every sense. At one point in the middle of last century, Sears accounted for one of every $100 American consumers spent. The Sears origin story was that of the American dream, and the realization that goods could be bought, sold, and traded in an emerging marketplace. Founder, Richard Warren Sears, began the business by selling pocket watches.

Single Source of Truth: The Knowledge Management Technique that Could Turn your Organisation Around (SSoT)


All is well and good… until a system update changes the extension to finance and the consultant is caught unaware. If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

4 Contact Center Reports to Start Off Your Year


In industries such as finance/banking, healthcare, and utilities, consumers are turning to the phone more often than the overall average—74% used the phone for finance, 73% for healthcare, and 69% for utilities…”.

Workforce Management's Impact on Customer Service

Call Center Weekly

The Workforce Management function has many customers – the external customers, agents, business managers, finance, marketing… Success is in finding the balance of forecasting and scheduling “Human Resources” to assist the external customers when they want assistance.

BPO Outsourcing Benefits for the Insurance Sector


Insurance basically offers a protection from uncertain financial loss. This sector, to be honest, is not having its golden days recently. The shifting governmental policies and the cut-throat competition are considered to be the main reason behind it.

Lassoing the Wild West Contact Center Technology

Call Center Coach

This concept is important to personal finance and solution purchases. Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today.

4 Catastrophic Mistakes That Could Torpedo Your Young Business

Win the Customer

Starting a business includes a number of daunting challenges, such as managing people, materials, finances, marketing, and looking for advantages over the competition. Sustaining business often relies on building a support network of staff, finance, and vendors that will drive future growth.

Leadership in Action

Call Center Weekly

She is well versed in all aspects of operations management, from scheduling and finance, to production and marketing. By Linda Sydow When building high performing teams, it is important to include the members of the team in the building process.

Don’t Blow Up Your Customers

The Center for Client Retention

The customer discontent smoldered for a while, then eventually exploded, as customers began to lose confidence and look more closely into Nortel’s internal finances. Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen.

New Training Video: Serving Internal Customers

Toister Performance Solutions

Finally, there's a training course geared specifically towards internal customer service. Nearly 50 percent of my client requests throughout my career have been for internal customer service. This is a special type of customer service that involves serving internal stakeholders.

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

As an Umpqua SVP was quoted stating in a recent magazine article: “Finances are challenging enough – why are bank branches formal and intimidating? Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.” Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

The automotive sector, for example, is in an unprecedented period of market and legislation-driven disruption in its brands, products, markets, fuels, financing, taxation / charging – and channels & media. Remember when we used to talk about “channels and media”? Life was simple.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Your Customer Service DNA


The president of a major bank looks back and says, “That’s when I knew I was good at numbers and wanted to work in finance.” Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details.

What’s New with Workforce Management?


The cloud, which is essentially a financing and delivery model, has been a game-changer for the WFM market. What’s New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function.