PanTerra

APRIL 13, 2017

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.

Finance 35

Finance voip Enterprise Marketing 35

Aspect

NOVEMBER 8, 2017

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?

Technology 154

Technology Interactive Voice Response Finance Customer Service 154

Win the Customer

FEBRUARY 24, 2015

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.

Call Center 72

Call Center Finance Customer Experience Management 72

Envision

OCTOBER 6, 2016

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

Finance 84

Finance Contact Center Management 84

inContact

APRIL 4, 2018

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.

Finance 53

Finance Contact Center Enterprise Cloud contact 53

Connecting the Dots

NOVEMBER 8, 2017

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

Finance 52

Finance Customer Care Consulting Consulting 52

OctopusTech

JANUARY 9, 2018

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.

outsourcing 57

outsourcing Finance Business Process Outsourcing Analytics 57

Call Center Weekly

FEBRUARY 5, 2018

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.

Finance 191

Finance Education Consulting Consulting 191

Beyond Philosophy

JANUARY 9, 2017

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

Sales Finance Accountability Consulting 137

Fonolo

JANUARY 31, 2018

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…”.

Contact Center 131

Contact Center Healthcare Finance Metrics 131

The Center for Client Retention

NOVEMBER 1, 2017

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.

Telecommunications 127

Telecommunications Finance Airlines Enterprise 127

inContact

MARCH 21, 2018

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.

Finance 76

Finance Scripts Contact Center Customer Experience 76

inContact

FEBRUARY 28, 2018

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.

Enterprise 72

Enterprise Finance First call resolution Customer Experience 72

Customer Relationship Metrics

JULY 26, 2017

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.

Contact Center 187

Contact Center Calibration Construction Surveys 187

Call Center Coach

MAY 25, 2017

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.

Technology 174

Technology Contact Center Finance CRM 174

Win the Customer

DECEMBER 29, 2016

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.

Finance 59

Finance Accountability Marketing Management 59

Beyond Philosophy

SEPTEMBER 6, 2017

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.

Finance 130

Finance Metrics Consulting Consulting 130

inContact

DECEMBER 12, 2016

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.

Agent Empowerment 72

Agent Empowerment Contact Center Finance Technical Support 72

8x8

OCTOBER 4, 2017

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.

Finance 40

Finance Analytics contact center solutions Technology 40

Beyond Philosophy

JULY 24, 2017

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.

Finance 120

Finance Employee engagement Sales Accountability 120

VocalCom

APRIL 9, 2018

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.

Upselling 40

Upselling Finance Analytics Airlines 40

Beyond Philosophy

FEBRUARY 8, 2017

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.

Management 132

Management Finance Consulting Consulting 132

Beyond Philosophy

AUGUST 23, 2017

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?

Metrics 140

Metrics Finance Consulting Consulting 140

Customer Centric Support

AUGUST 25, 2017

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.

Finance 52

Finance Customer centricity Sales Personalization 52

360Connext

AUGUST 14, 2017

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.

Real estate 63

Real estate Automotive Construction Telecommunications 63

Toister Performance Solutions

JANUARY 11, 2018

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.

Finance 52

Finance Customer Service Accountability Contact Center 52

Win the Customer

DECEMBER 14, 2015

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.

Finance 73

Finance Banking Accountability Customer Experience 73

Win the Customer

MAY 3, 2016

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

Technology 68

Technology Finance Accountability Management 68

Fonolo

OCTOBER 11, 2017

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.

Call Center 74

Call Center Business Process Outsourcing Finance Service level 74

ClearAction

NOVEMBER 5, 2017

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.

Upselling 67

Upselling Customer Experience Finance Morale 67

ClearAction

NOVEMBER 1, 2017

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?

Customer Experience 67

Customer Experience Finance Education Engineering 67

ShepHyken

DECEMBER 15, 2017

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%

Finance 82

Finance Analytics Morale Employee engagement 82

Branch Mesenger

DECEMBER 5, 2017

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.

Personalization 54

Personalization Finance Sales Accountability 54

Branch Mesenger

JANUARY 4, 2018

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.

Healthcare 52

Healthcare Enterprise Finance Banking 52

Peter Lavers

JULY 28, 2016

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!

Customer centricity 52

Customer centricity Finance CRM B2B 52

Revation Systems

SEPTEMBER 1, 2017

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.

Healthcare 52

Healthcare Call Center Finance Banking 52

BetterXperience

DECEMBER 22, 2015

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.

Finance 52

Finance Engineering Banking Accountability 52