BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

CSM Magazine

APRIL 16, 2024

Customer service can go a very long way for a lot of businesses. It can often be the difference between getting someone to either purchase a service or product or return when they need more of it, or potentially costing the business the profit that could potentially be made.

Customer Care 52

Customer Care Communication Retail Customers 52

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. For remote training? Hourly staff?

Contact Center 156

Contact Center Customer Care 2020 Culture 156

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But being able to deliver amazing service to even the most entitled customer requires more than the right hiring profile.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

Metrics Customer Care NPS Loyalty 88

ShepHyken

DECEMBER 11, 2020

This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, Josh Snider is a Senior Product Marketing Manager at Khoros.

Customer Care 141

Customer Care E-support Consumers Customer Satisfaction 141

CSM Magazine

SEPTEMBER 6, 2023

Websites have been great for this and have replaced a lot of work that customer care agents previously handled. These developments have been a boon to productivity for everyone. However, not all websites are created with care. What’s the point of customer support if they are incompetent?

Customer Care 98

Customer Care Call Center Customer Service Representative Customers 98

Russel Lolacher

MARCH 8, 2020

A much better tactic is to get to know them better and find out how your product or service can fix their particular problems. According to Global Web Index , among 16 to 24 years olds, social media is as popular as traditional search engines as a way to research products and services. The Census Bureau states that there are 83.1

Customer Care 80

Customer Care Social Media 2018 2019 80

Inbenta

NOVEMBER 9, 2021

Customers can benefit from receiving personalized assistance on the channel and language of their choice, but so too can employees. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. . Discover the solutions: Conversational AI for Banks: a 4-in-1 platform.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. One hour a week of self-paced digital learning content.

Customer Care 52

Customer Care 2008 Social Media Culture 52

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. 2020 was a difficult year for so many, not only customers but also coworkers and employees. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Interactions

MARCH 26, 2020

Treat your customers how they want to be treated. This type of technology enables businesses to deploy emotion-based customer care. For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. We’ve rounded up the top three: .

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

MyCustomer

MARCH 31, 2020

Selling a great product is only one small part of the entire customer experience. Co-founder of Apple, Steve Jobs, once said “you’ve got to.C 1st Apr 2020. By Nathan Pitzer.

Customer Care 42

Customer Care 2020 Customers Customer Experience 42

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Thematic

MAY 19, 2022

The role of product ops is still relatively new, but it’s fast becoming essential to growing product teams and product-led companies. Product ops can be thought of as a role (or team) within an organization, as well as a skill product professionals can develop.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

NetBase

MAY 17, 2019

Hennessy – a brand in the Luxury Spirits category – leveled up their experiential marketing with Le Grand Voyage : “A spectacular production that will stir your senses, excite your imagination and immerse you in the savoir-faire behind the world’s most prestigious cognac.”. Customer Care Isn’t a Luxury.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

Thematic

NOVEMBER 22, 2021

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. Alternatively, it could suggest that customers won’t be happy till the startup time is less than 30 seconds.

Travel 71

Travel Feedback Roadmap Customers 71

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

Upstream Works

MARCH 26, 2020

This is especially true for video and co-browse customer care solutions. With high-quality and ease of use being on par with making a phone call, they provide the tools necessary to extend your reach, optimize resources, and strengthen customer engagement as people self-isolate. Upstream Works Video and Co-browse Care.

Customer Care 78

Customer Care Healthcare Contact Center Financial 78

Thematic

MAY 16, 2022

It’s time to refine your product roadmap for the coming year. More than just releasing new features, you want to deliver something that really helps your customers, and meets an existing need. Beyond that, you want to provide a personalized product experience, so your customers feel your product is made just for them.

Social Media 71

Social Media Roadmap Feedback Insights 71

Oracle

NOVEMBER 10, 2020

Trend of the week: Customer care is the new marketing. This could really be the trend of the year given the ways in which brands are dealing with service changes during COVID-19 while trying to retain customers. Customer opinions have become the way the product’s marketed, so the brand is no longer what you want to say.

Customer Care 78

Customer Care E Commerce Retail Brands 78

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Magellan Solutions

FEBRUARY 12, 2019

Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business. Basic ingredients for customer success.

E Commerce 58

E Commerce Customer Care E-support Call Center 58

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. Product feedback can be solicited or unsolicited.

Feedback 111

Feedback E-support Metrics Insights 111

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Hire the right people.

Customer Care 121

Customer Care Management Call Center Customer Service 121

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. How do you train your employees to offer the same level of care? How to teach customer care.

Customer Care 76

Customer Care Culture Customer Service Representative Customers 76

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care 2018 Contact Center 2013 74

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Call Center Pros

OCTOBER 4, 2018

Hence, you should pay particular attention to improve your Customer Care Service. Following are the 5 most helpful tips for enhancing the functional efficiency of your customer support team. Identify the needs of customers. For keeping each of your customers happy, you have to provide a hassle-free experience.

Customer Care 40

Customer Care Call Center Feedback Loyalty 40

Think Customers

FEBRUARY 11, 2020

There needs to be a balance of what’s right for the customer versus what’s right for the business. For example, we have experience architects that we embed in product designs and rollouts. How do you balance data decision-making with the human side of customer experience? And I think that’s actually a healthy conflict.

Customer Care 52

Customer Care Contact Center B2C B2B 52

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Airlines Retail Social Media 36

Upstream Works

JULY 17, 2019

Think of the “wow” that the customer would experience if their passing comment on your product was picked up and routed to a contact center agent who could proactively solve their issue, make them an offer, or otherwise turn an experience into a memorable, positive one.

Customer Care 60

Customer Care Contact Center Omnichannel Social Media 60