Wir gratulieren!! Aspect Kunde Hoist Finance gewinnt ECCCSA Silver Award


Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance. Diesen Preis hat Hoist Finance in der Kategorie “Most Effective Implementation of Technology“ für die Implementierung der cloudbasierten Contact Center Software Aspect Via ® gewonnen.

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.

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.

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

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?

Mitigating Financial Risk within Product Management


Product Configuration Advanced Manufacturing CPQ/Configure-Price-Quote Customer Relationship Management/CRM Finance Product Management Risk ManagementManufacturers face some financial risk with every product decision they make.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems


Six Ways to Mitigate Digital Transformation Risk


Digital Transformation Cloud/Web-Based Software Finance IT Management Risk Management Sales Operations

Mitigating Manufacturing Risk in the Sales Process


Buyer Experience Sales Performance Advanced Manufacturing CPQ/Configure-Price-Quote Customer Experience/CX Finance IT Management Risk Management Sales Management Sales Operations

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Immediately Resolving Issues in a Complex Contact Center Environment


An automobile finance company has a Cisco contact center environment that services millions of customers.

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

Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018  


The awards recognise organisations that are leading the way in delivering exceptional service to customers, so we’re thrilled that Hoist Finance has been acknowledged, fighting off names such as Lloyds Banking Group, Which?,

The real insider threat — the printer on our network


While many insider breaches are attributed to human error, the result is still the same—a cybersecurity breach resulting in a drain on the company’s finances. For years we’ve been talking about insider threat as the biggest cybersecurity risk. Ponemon Institute’s 2018 Cost of a Data Breach Study found that “the average cost of a data […] The post The real insider threat — the printer on our network appeared first on What’s next. This is a summary.

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.

Why Hourly Workers Are Boosted By Instant Pay

Branch Mesenger

Finance with a credit card, paid over extensive period of time. Seventy-one percent of our users said they stressed about their personal finances. Are you ever stressed at work about your personal finances? The American job market is white hot.

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.

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.

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Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Press Release. Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. ROSWELL, Ga. November 13, 2018 – Robert C.

Customer experience, whose business is it?


However, the back-office functions, like HR or Finance are involved into CX very seldom. Finance You might ask "How could a finance department influence customer experience?" Turns out, the job of finances is no longer hidden from consumers.

Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

For years, telecom, finance, and the transportation sectors have been regulated monopolies. I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country.

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.

The Operational Advantages of WFM

Monet Software

Finally, WFM can lower costs by streamlining and integrating operations, finance and monitoring. Still considering whether to add a workforce management solution to your contact center?

"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.

New Promotion? You'll Need These Relationships

Toister Performance Solutions

A finance leader might help you make sense of your budget if you provide timely updates to your variance report. Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted.

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.

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.

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.

Customer experience, whose business is it?


However, the back-office functions, like HR or Finance are very seldom involved in CX. Finance You might ask "How could a finance department influence customer experience?" Turns out, the job of finances is no longer hidden from consumers.

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!

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.

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.