BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care 2019 Measurement 219

CSM Magazine

JUNE 12, 2015

Can Any One Contact Center KPI Boost Customer Lifespan? There is no one contact center KPI that can totally predict a given customer lifespan. In certain companies, some customer service metrics are more relevant than others, but none come without their own limitations. Promoters are your moneymakers.

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

BlueOcean

JANUARY 8, 2019

But if that interaction also results in a negative experience, the customer support experience can become the straw that breaks the camel’s back. Calculating Lifetime Customer Value. Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Kustomer

JANUARY 14, 2021

He’ll probably double click on that in just a second, but played in the call center space, knows customer service, dove into the sales space, really helped engineer and transform an inside sales team. Yeah, so I grew up in the outsource contact center space. So with that, Ed, thanks for joining. How are you, man?

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

Avaya

JUNE 18, 2018

Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Enhance Your Quality Assurance Program.

Contact Center 40

Contact Center 2018 Competitive Advantage Call Recording 40

SurveySensum

JULY 14, 2020

Her expertise in both technology and marketing gives way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

2020 132

2020 Customer Experience Magazine Consulting 132

BlueOcean

DECEMBER 10, 2019

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? That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

2019 31

2019 Blog Contact Center Customer Service 31