Tenfold - Contact Center Blog

JUNE 22, 2018

These digital natives will not just comprise the new workforce, they will also define the new breed of customers for financial services companies. The taste of this new class of customers clashes with the traditional mode of service that dominates the finance sector. They grew up in a completely digital environment.

Finance 64

Finance Banking Technology Chatbots 64

Lumoa

MAY 21, 2018

As you see, in most companies, marketing takes care of customer experience as a whole. Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are involved into CX very seldom.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

The Petrova Experience

DECEMBER 17, 2024

Now, I truly believe a well-motivated customer-centric leader can learn anything. (I’m Experience design, strategy, and programming lay the foundation for customer-centric, universal design-informed, technologically-forward improvements. Future wayfinding must account for this shift by lowering signs to eye level.

Transportation 75

Transportation Best practices Construction Wait times 75

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Hodusoft

JANUARY 8, 2025

As another notable quote on microfinance goes, “Microfinance is the democratization of finance, empowering individuals at the grassroots level to shape their own economic destinies!” Whether it’s resolving loan inquiries or assisting with account issues, a contact center ensures consistent and responsive communication.

voip 52

voip Contact Center Contact center software contact center solutions 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Blueship Call Center

JANUARY 27, 2025

Agents are trained to handle diverse customer interactions with professionalism and empathy. Customer-Centric Training : Regular training programs focus on enhancing communication and problem-solving skills. Account Assistance : Helping customers manage their accounts securely.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

PeopleMetrics

FEBRUARY 17, 2014

To drive transformation the executive team needs to pay attention and to empathize as much as the Cx Professional does, as we had briefly mentioned in our previous post, 3 Simple Ways to Keep Your Company and Culture Customer Centric. Talk to Customers. He made a point that has stuck with me ever since.

Real estate 101

Real estate Banking Finance Customer centricity 101

ClientSuccess

DECEMBER 28, 2020

Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entire organization.

SaaS 88

SaaS Finance Customer centricity Metrics 88

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Successful customers, successful partners.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

ijgolding

NOVEMBER 13, 2018

Today, it’s just as important for B2B businesses to be customer-centric. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback. Each account brings more revenue and more repeat custom than a single consumer does. WHY VOC WORKS WELL FOR B2B.

B2B 74

B2B B2C Automotive Finance 74

PeopleMetrics

DECEMBER 12, 2017

or not, why do customers return. Analytics surrounding other customer interaction metrics, such as time spent interacting with your business, average sales price per transaction, and configuration of purchased products and services are also generated or captured by CRM systems. or not, why do they buy more or buy less, etc.).

CRM 84

CRM Finance Feedback Customer centricity 84

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Why is that?

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

CallSource Insights

MARCH 5, 2019

So to answer the question – you should care about calculating the expected lifetime value of your business’s customers because you could be leaving money on the table by not properly reaching customers that have high potential value , and throwing money away by spending frivolous resources on customers with low potential value.

Customer centricity 66

Customer centricity CRM Finance Marketing 66

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

Sykes

SEPTEMBER 30, 2020

From streaming to sharing, those between the ages 18 to 24 expect seamless connectivity — and their finances are no exception. But what about Gen Z looking to open accounts with new banks? of men would open an online bank account). Gen Zers are the true digital natives. of women and 36.1% valued no bank fees and 14.2%

Banking 90

Banking Accountability Surveys Finance 90

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Process mining is centered on the process, rather than the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Lumoa

MAY 21, 2018

Luckily also the top management and the CEO now understand more often that customer experience is rather a necessity than a cost. 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?"

Customer Experience 60

Customer Experience Finance Customer centricity Feedback 60

ClearAction

APRIL 29, 2020

Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA. 2) Generate CX Insights.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

NobelBiz

APRIL 30, 2024

This not only helps in reducing the risk of legal issues but also assures customers that their interactions are handled professionally and ethically. Balto’s technology is particularly important in industries with stringent regulatory requirements, such as finance and healthcare, where compliance is closely scrutinized.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This not only helps in reducing the risk of legal issues but also assures customers that their interactions are handled professionally and ethically. Balto’s technology is particularly important in industries with stringent regulatory requirements, such as finance and healthcare, where compliance is closely scrutinized.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Maru Group

OCTOBER 24, 2018

According to the latest finance results from Maru/edr , reliability and trust remain the two main drivers behind consumer banking choices. It means that customer loyalty within the finance industry is almost an oxymoron – customers stay with their banks out of necessity and convenience rather than any genuine affinity to a banking brand.

Banking 40

Banking Finance Customer centricity Accountability 40

Eptica

OCTOBER 31, 2019

travel from January onwards , finance around the end of the tax year and the public sector around specific regulatory deadlines. Look at how you can multi-skill agents so that they can best help customers, and again support them with knowledge across all channels. Share this page on: Tweet. Travel – dealing with a crisis.

Customer centricity 62

Customer centricity Self service Best practices Finance 62

CSM Magazine

MARCH 8, 2023

NCS uses BigChange to live-link field engineers to the back-office support team, track in real-time its nationwide fleet of service vehicles and integrate with its accountancy package for financial management.

Finance 52

Finance Engineering CRM Customer centricity 52

CSM Practice

SEPTEMBER 18, 2020

When they started, they only had ALL-IN-ONE customer success managers responsible for all of the adoption focus, making sure that customers were getting ROI, renewal of contracts, as well as expanding the account. Customer-centric. Small portfolio with large accounts. Large portfolio with mid accounts.

Upselling 52

Upselling Finance Customer centricity Coaching 52

Outsource Consultants

FEBRUARY 22, 2025

This talent pool allows call centers to offer specialized services across various industries, from healthcare to finance. While metrics like Average Handle Time (AHT) and First Call Resolution (FCR) matter, don’t overlook customer-centric metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES).

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Amity

JANUARY 9, 2019

Finance is one of the less obvious areas of a business that impact Customer Success but it should not be overlooked. We encourage organizations to look at every possible point of interaction with a customer as an opportunity for creating customer happiness or a risk of customer friction.

Morale 81

Morale Metrics Finance Sales 81

ChurnZero

MARCH 22, 2019

Rather than, an Account Manager who at month nine or month ten reaches out, really just in time for the renewal, and all they do is ask you for more money with an upsell. You Mon: The last thing I would add here, is that this is not GAAP finances, so generally accepted accounting principles. Customer Success Around the Web.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

CSM Magazine

AUGUST 31, 2020

In short, companies know they can get away with treating their valued customers like garbage and suffer little to no repercussions. Every agent then refuses to take accountability for the problem their company created and passes you from one person to another. Think like your customers and put yourself in their shoes.

Customer centricity 52

Customer centricity Automotive Banking Consulting 52

aircall

JANUARY 25, 2021

Customers within every industry have higher expectations for customer service than they have had in the past. It’s just as important for companies in the financial services industry to be customer-centric as it is for those in any other industry. Customer Experience.

Call Center 62

Call Center call center software Banking virtual call center 62

ChurnZero

JUNE 14, 2023

It’s a company-wide goal, but the team in the spotlight is customer success (CS). As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. collaborate with finance teams.

Finance 52

Finance Surveys Sales SaaS 52

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. Was HP a customer focused organisation at that time? Tell me a little about your background?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Enghouse Interactive

FEBRUARY 18, 2021

Increase agent capabilities to increase customer engagement. Providing agents with simple access to complete customer account information is imperative, as is ensuring that all customer comments are used to make the right decisions on how best to help them. Simplify to increase customer satisfaction. .

Contact Center 56

Contact Center Analytics Self service Metrics 56

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

CSM Practice

MAY 16, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 52

Best practices SaaS Customer centricity Finance 52