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. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

FEBRUARY 7, 2019

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. It’s all about engaging customers in ways that customers prefer, 24/7.

Call Center 52

Call Center Customer Relationship Management Lifetime Customer Customer Relationships 52

Bold360

APRIL 13, 2020

Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.

Call Center 69

Call Center Lifetime Customer NPS Interaction 69

Bold360

MARCH 26, 2020

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. As much as possible, you’ll want to empower your customers and employees with self-service tools that are available 24/7.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

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? Are your values still shared and mutually respected?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Customers want service, but they increasingly want it via digital channels.

Customer Experience 52

Customer Experience Net Promoter Score NPS Touchpoint 52