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. The challenging part of business continuity in the contact center is just how many variables there are.

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Contact Center Customer Care Measurement 2022 177

BlueOcean

JULY 13, 2023

However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships. In 2021, the championship went forward but with many restrictions.

Sports 276

Sports Customer Care 2022 2021 276

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits?

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Contact Center Customer Care 2020 Measurement 156

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. Learn more about the Stevie Awards at www.StevieAwards.com.

2024 177

2024 Sales Customer Service Sports 177

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. Strategic Partnerships with Contact Centers. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

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. Learn more about the Stevie Awards at www.StevieAwards.com.

2024 156

2024 Sales Customer Service Sports 156

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Transportation 2014 2020 156

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.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Get your copy now. Just fill out the form.

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Customer Care 2020 Customers Contact Center 266

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.

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2020 Contact Center Insurance 2017 156

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

2020 156

2020 Customer Service Insurance 2017 156

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Interaction and care.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. For most of us, the success measure for the big 2020 pivot was simply staying operational. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

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

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

Contact Center 52

Contact Center Workshop White Paper 2021 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. It’s clear that the contact center industry has felt the entire spectrum of effects. Place: Your office. Place: Your living room couch.

Customer Care 156

Customer Care Travel Contact Center 2020 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. It’s clear that the contact center industry has felt the entire spectrum of effects. Place: Your office. Place: Your living room couch.

Customer Care 156

Customer Care Travel Contact Center 2020 156

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. 8am-8pm self-service peaks have evolved into 24/7 requests.

Tourism 156

Tourism Contact Center Customer Care 2020 156

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

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Interaction Customer Service Contact Center Social Media 62

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

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Contact Center 2018 2019 Culture 59

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. In particular, we were interested to see that in 2020, text analytics accounted for 41% revenue share. Read more > The Monster Task of Measuring Customer Experience.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Call Center 122

BlueOcean

DECEMBER 8, 2020

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). The post How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic appeared first on Blue Ocean.

Sports 156

Sports Customer Care Download Government 156

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 49

Contact Center Call Center 2001 Download 49

CSM Magazine

NOVEMBER 27, 2019

Each year brings new ideas and new challenges to the customer service department. An interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on: 2019 a year in review, we’ll recap how changing customer expectations and new tech have changed our approaches to support.

Webinar 52

Webinar Customer Service 2020 2019 52

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel 2021 Customer Care 2019 156

TechSee

AUGUST 28, 2018

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. These technologies empower agents with automation capabilities, allowing them to enhance their customer care reach. Customer Self-Service for convenience.

Customer Service 95

Customer Service Contact Center Insurance Customer Care 95

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. 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.

E Commerce 78

E Commerce Management Contact Center Retail 78

ViiBE Blog

JANUARY 19, 2022

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. Remote work and customer service Remote work was not a common sight in customer service. 5 Remote work challenges 2.1.

Customer Service 52

Customer Service Net Promoter Score E-support Touchpoint 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

BlueOcean

DECEMBER 10, 2019

We also published loads of content to share our insights and experiences in the world of customer care. The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

2019 31

2019 Blog Contact Center Customer Service 31

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . 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. .

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2021 Contact Center 2020 Touchpoint 62