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?

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.

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.

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…”.

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 37

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.

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.

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.

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.

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?

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.

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.

Top 7 Customer Engagement Trends in 2018


Companies in sectors as diverse as finance, manufacturing, and communications are using technology to make their products smarter and offer proactive solutions before issues even arise. With the start of a new year, you might wonder how customer engagement will change. In the past couple of years, customer experience has been a top priority for companies, as the digital era has ushered in numerous technologies that many brands use to differentiate themselves from their competitors.

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%

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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?

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.

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?

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.

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.