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

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.

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.

Customer Experience Transformation Through Proactive Engagement


My view: Establish collaboration with every functional area : IT, HR, finance, quality, service, engineering, manufacturing, and so on – nobody is exempt from having a snowball effect on customers’ well-being. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?


Sales; Marketing; Operations; Finance; HR etc. It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

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.

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.

Improving Patient Engagement with Reporting and Business Intelligence


Performance management solutions consolidate information across multiple departments (patient, clinical, operations, HR, and finance) so that administrators have full visibility into their organization’s performance and KPI data.

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.

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?

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.

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.

Measuring Marketing Effectiveness

Peter Lavers

When speaking about the power of converging different technical disciplines to yield customer insights, it’s common for the conversation to focus on converging analytics & research for proposition insights.

CCXP Exam Preparation – finally a book to help you…


Bartlett is a Customer Experience (CX) professional who holds both the CCXP and PMP certifications and has over 15 years of experience working for customers across multiple sectors including finance, government, space, energy and healthcare.

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.

6 Bonus Myths of Journey Mapping

CX Journey

For example, think about buying a car: sales isn’t the only person/department involved; financing, service, parts, etc. Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come!

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.

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.

5 Top Customer Service Articles For the Week of February 20, 2017


Sharpen) According to Quantum Workplace, customer service employees are among the least engaged at work, falling behind human resources, sales, marketing, engineering, R&D, operations, finance and IT, in that order.

Customer Experience + Marketing: Pro’s & Con’s


Value-enhancing occurs through policies and processes of Operations and support functions such as IT, Finance, Facilities, HR, Quality, and so forth. Customer Experience + Marketing: Pro’s & Con’s.

Is the Customer Always Right? 4 Facts That Prove It

Win the Customer

Getting an online MBA in finance online is one way you can learn how to better understand customers and markets. The saying “the customer is always right” has been around for so long that we seldom give it much thought. The real question, however, is whether or not it’s true.

A Confused Customer Buys Nothing

CX Journey

Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?

5 Top Customer Service Articles for the Week of September 4, 2017


Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week.

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.

Two Major Flaws of Your Customer Listening Efforts

CX Journey

I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then. Are you listening to your customers? What are you doing with what you've heard?

Loving Suppliers for Customer Experience Excellence


What happens with finance-centric supplier management? Is finance-centric smarter than customer-centric? Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers?

Connecting People: The Key to Customer Centric Leadership


I worked for a division of RBS called Royal Bank Invoice Finance. Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995.

Weology: We Comes Before Me - Part 1

CX Journey

Peter clarified that "purpose-built" for him meant having a higher purpose, i.e., to help Canadians live better lives, to empower them to take control of their finances, ultimately helping them live better lives. Image courtesy of Peter Aceto Does your company practice Weology? Weology.

15 Brand Trends for 2015

CX Journey

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year.

Making Useless Nails vs. Achieving Your Desired Outcome

CX Journey

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts?

Why businesses need to use social media as a customer service channel by Elena Lockett


Working with start-up businesses through to enterprise level clients, we offer experience and services across a range of verticals including catering, fashion, finance, logistics, sports, retail and utilities.

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?

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.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Live Chat in Sensitive Information Industries – Healthcare and Finance. Live Chat in Sensitive Information Industries – Healthcare and Finance. Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center.

What does bad customer service do to a good business? Guest post by Elena Lockett


Working with start-up businesses through to enterprise level clients, we offer experience and services across a range of verticals including catering, fashion, finance, logistics, sports, retail and utilities.

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.

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!


In 2008, Dave Carroll’s guitar was broken by United Airlines.