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 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?

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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.

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

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.

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.

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.

5 Major Criteria To Be An Effective Leader

Call Center Weekly

Mitchell Consulting Inc is both a health care finance consultant and an authority on leadership and diversity issues. By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders.

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 137

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…”.

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.

From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience


Stay tuned for part 4 of the blog series to see how the models benefit Finance stakeholders in your organization. This is part three of a four part series about Cloud Native vs Cloud Hosted.

Build the Business Case to Invest More in Customer Experience


This gets even more critical in enterprise market, where the buying process is long, complex and involves multiple stakeholders from Operations, IT and Finance who all need to be convinced and committed on the huge investment.

Putting Humanity in Contact Centers

Customer Relationship Metrics

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest.

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.

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.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?


However, the Delegation of Authority (DOA) as defined by finance provided our agents ZERO authority to process these transactions. After evaluation, we were able to work with the finance team to change the DOA and allow agents a specific dollar threshold for which they could execute credits without supervisor approval. We all want our agents to provide “great” service.

The Age of Truly Unified Cloud Communications


This means no more communications silos between sales, marketing, support, finance, IT/help desk, and other departments, enabling companies to connect everyone throughout the organization so employees and customers can seamlessly communicate, problem solve and make decisions faster and better than ever before.

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.

5 Ways AI Can Drive Proactive Customer Service


Banks also offer virtual assistants to help customers keep track of their finances and even make investing decisions. While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences.

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.

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?

Carvana: CX and Car Buying Finally Meet!

Customer Centric Support

We had a bit of a snafu with our financing which AJ bent over backwards to make it right as quickly as possible. How Carvana is leveraging Customer Experience principles to revolutionize the process of buying a car.

How to Create Your Punch List for Quick CX Wins


Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

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.

How to Make Customer Experience a Cross-Organizational Initiative

Win the Customer

While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing department.

4 Best Technologies for Small Businesses

Win the Customer

Managing small businesses finance is the most taxing part of being a small business owner. Running and maintaining a small business is a challenge.

How to Create a Strong Call Center BPO Strategy in Minutes


This can be summed up in three areas: expectations, risks, and finances. You’re ready to outsource your call center, but not sure where to start. It’s a tale as old as time.

Customer Experience Vision Silos Dictate Value


And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Customer Experience Vision Silos Dictate Value Lynn Hunsaker.

Actionability of Customer Experience Intelligence


Continually educate engineering, operations, finance, safety, quality, facilities, HR, IT, etc. Actionability of Customer Experience Intelligence Lynn Hunsaker. Do intelligence and actionability go hand-in-hand?

Guest Blog: Voice of the Customer Begins with Voice of the Employee


Alex Edmans, a professor of finance at London Business School, conducted a study that showed companies with higher satisfaction see their stock returns outperform competitors by 2.3%

How Experiences, Personalization, and Mobile are Changing the Way we Shop

Branch Mesenger

Yet, despite all of that, their self-financed businesses keeps growing and beating sales expectations. Not a week goes by that we don’t read another story that predicts the oncoming retail apocalypse. America’s Retail Apocalypse Is Really Just Beginning. The Retail Apocalypse In Photos.

Branch Looks Back: Our Top Blog Posts From 2017

Branch Mesenger

Earlier this week, we looked back at some of our defining moments from what was an awesome year at Branch Messenger. Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. Customer Stories.

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!

The Human Factor: Why Call Centers Should be More than Just Phones

Revation Systems

And the reasons for contact could range from inquiring about a mysterious rash on a person’s hand, updating a prescription, answering personal finance questions or submitting loan documents.

It’s time to stop interrogating customers Part II


It will save you a lot of Money, calculate how much in hard dollars you spend needlessly interrogating customers and you will find a pot of gold big enough to finance your next Cx initiative. My disdain for customer interrogation is articulated here in an earlier post.