BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

OCTOBER 6, 2020

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. Is communication still going strong and do you feel comfortable in those interactions? Did your customers? Are your values still shared and mutually respected?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Bold360

MARCH 26, 2020

Companies must mobilize a rapid response in communicating with employees and customers alike, doing so through digital tools and channels. The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

Kustomer

JANUARY 14, 2021

Simply aligning the company with its beliefs and making sure that each department is on the same page when it comes to the customer service standard, is sure to bring about customer satisfaction. Yeah, so I grew up in the outsource contact center space. Ed Porter: (01:19). So for me, it was my first job.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132