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

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The post Blue Ocean Wins 2020 Silver Stevie® Award appeared first on Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

BlueOcean

APRIL 16, 2024

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

Contact Center 177

Contact Center 2024 Sports Customer Care 177

BlueOcean

APRIL 16, 2024

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

Contact Center 156

Contact Center 2024 Sports Customer Care 156

BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

Customer Care 156

Customer Care 2020 Contact Center Sports 156

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

2020 52

2020 Customer Service Hotels Contact Center 52

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

Customer Care 156

Customer Care Travel Contact Center 2020 156

Magellan Solutions

SEPTEMBER 29, 2020

Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. However, knowing that they can get help through social media is what most customers choose to do. What is social media customer service?

Social Media 52

Social Media 2020 Customer Service Call Center 52

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

Customer Care 156

Customer Care Travel Contact Center 2020 156

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020.

2020 96

2020 Customer Experience Workshop 2019 96

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. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. And we all know, what goes online, reaches everyone and hampers the brand image as well. Customer Engagement Challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Innovative CX

MARCH 24, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Jump on a customer service call.

Customer Service 52

Customer Service Webinar 2020 Roadmap 52

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. According to Forrester , more than 41% of customers expect live chat on websites. Key Live Chat Statistics 2020 .

2020 52

2020 Insights B2C E-support 52

SurveySparrow

NOVEMBER 28, 2019

2020’s right around the corner. Here are the much-awaited customer experience conferences of 2020. Oracle is all set to help organizations adopt innovative and disruptive data-driven customer experience strategies to empower change and stimulate growth. When: 14th January – 15th January 2020.

2020 52

2020 Customer Experience Workshop Events 52

Kustomer

JANUARY 16, 2020

NRF’s Big Show has just wrapped up, and after three days packed to the brim with insights from leading retailers, one thing is clear: a focus on the customer is essential in today’s competitive retail market. Read on to learn the top three trends we saw at NRF 2020. Customers Take Center Stage.

2020 52

2020 E Commerce Retail E-support 52

Kustomer

MAY 13, 2020

In 2020, it’s all about enhancing the digital customer experience. Let’s take a closer look at the current trends in customer service that can help you run your business and satisfy consumers: 8 Current Trends in Customer Service. Taking Care of Every Customer by Promoting a Strong Company Culture.

Customer Service 52

Customer Service Social Media Omnichannel 2020 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. Customer Journey Mapping.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care Competitive Advantage 2014 Definition 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Kustomer

FEBRUARY 21, 2020

This isn’t just another podcast, it’s a podcast focused on customer service secrets. Customer service is broken and you and I both know it. Think about the last time you were surprised by the service a brand provided to you. Is that how desperate we are for great customer service?

Customer Service 52

Customer Service Exceptional Customer Service Customer Care 2020 52

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning.

Article 71

Article 2019 Customer Service Airlines 71

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Contact Center 177

Contact Center Customer Care Measurement 2022 177

CSM Magazine

APRIL 16, 2020

Adapt Your Customer Service Department to Home Working and COVID-19 Pandemonium (April 30th, 2020). The impact of COVID-19 has been felt across the customer service industry and led to unprecedented operational shifts. Finding and delivering new efficiencies across your care department.

Webinar 52

Webinar Customer Service 2020 Culture 52

Clarivate

NOVEMBER 4, 2021

In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., Leading a brand-new team. and in Belgrade, Serbia.

2020 98

2020 Culture Government Innovation 98

Kustomer

APRIL 28, 2021

Every business understands the importance of good service, but few are able to deliver an excellent customer experience that gets your most dedicated followers raving about you. But how do you perfect the science of CX and deliver a consistent experience to every person who interacts with your brand?

Customer Experience 111

Customer Experience Feedback Brands Customers 111

Kustomer

JANUARY 7, 2022

While the holiday won’t be as fraught as the 2020 season, there will still be a fair share of challenges and obstacles to hurdle. That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. Since going live in 2020, Sweaty Betty leaders have conducted more than 4,000 agent quality assessments, a number the team couldn’t have hit using a manual approach.

E Commerce 78

E Commerce Management Contact Center Retail 78

Interactions

JUNE 17, 2021

I’m going to spend some time reflecting on a few of these predictions and the effect, if they prove to be true, that they will have on customers long term. . Customer Service will get Increasingly Conversational”. In the immediate, it created some supportive options for customers in need. Where did that leave us?

2021 62

2021 Contact Center 2020 Touchpoint 62

Conversocial

AUGUST 17, 2021

Whether it was people going on holiday, travelling for business or just commuting to the office, the number of journeys being made across the global transport industry has dramatically dropped since March 2020. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does.

Travel 52

Travel Transportation Airlines Consumers 52

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world.

Airlines 98

Airlines Telecommunications Social Media Connections 98

Kustomer

JUNE 7, 2022

Along with this digital transformation, many CX leaders are realizing they need to follow the lead of the direct-to-consumer disruptor brands that are differentiating themselves and thriving, by delivering a modern consumer experience. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98