Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

BlueOcean

FEBRUARY 7, 2019

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Secrets to Incredible Customer Service with Paul R. The post Are You Using 1999 Metrics to Measure 2019 Customer Care? appeared first on.

Metrics 219

Metrics 2019 Customer Care Measurement 219

BlueOcean

JULY 13, 2023

Learn how we delivered game-changing customer care—grab your copy of the case study today. The post Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study] appeared first on Blue Ocean. Just fill out the form below.

Sports 276

Sports Customer Care 2022 2021 276

BlueOcean

APRIL 15, 2019

How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 189

Customer Care Social Media Contact Center 2019 189

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. Got 15 minutes?

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

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Customer Care Document Communication Blog 156

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

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Customer Care 2024 Multi-Channel Contact Center 177

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We’re well into 2021, and the good news is that, so far, just over half (52%) of companies around the world are expecting and experiencing a moderate or sharp increase in their customer care budgets.

Customer Care 156

Customer Care Contact Center 2020 Omnichannel 156

BlueOcean

MAY 20, 2020

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Note: There is a poll embedded within this post, please visit the site to participate in this post's poll.

Customer Care 156

Customer Care Customers Measurement Engagement 156

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 177

Customer Care Document Sports Communication 177

eglobalis

MARCH 24, 2025

Companies embracing this balanced approach will achieve optimal customer satisfaction and operational efficiency, securing competitive advantages while responsibly navigating AI integration. Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges. Thanks for visiting our website.

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Contact Center Virtual Agent Banking Telecommunications 333

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Omnichannel 156

Omnichannel Customer Care Consumers Customer Journey 156

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Contact Center 156

Contact Center Customer Care Culture Technology 156

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? The post Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”? How do those NPS and CSAT scores look? appeared first on Blue Ocean.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 156

Customer Care Document Sports Communication 156

BlueOcean

MARCH 13, 2020

Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job.

Customer Care 156

Customer Care Contact Center Document Customers 156

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

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Customer Care Customers Customer Satisfaction Customer Service 158

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Government Culture 156

eglobalis

OCTOBER 21, 2024

Offering a solution along with an apology demonstrates both empathy and capability, solidifying customer trust and showing that the company is serious about resolving the issue. Balancing Efficiency with Customer Care For large companies, managing social media complaints can become a resource-heavy task.

Social Media 505

Social Media Feedback Engagement B2B 505

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

InMoment XI

APRIL 3, 2025

Leading companies are now integrating insights from customer care teams to identify early signals of issues, engaging in brand reputation management , and broadening their CX approach to ensure real-time responsiveness. Surveys alone no longer suffice.

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Culture Social Media Government Loyalty 195

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Travel Contact Center 2020 156

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

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Travel Contact Center 2020 156

Bill Quiseng

JULY 3, 2024

With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the customers. We don’t just serve to satisfy customers.

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Customer Care Retail Government Customers 78

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. Accurate call volume forecasting informs the strategy around staffing, the allocation of skills and human resources, and the strategy around deploying channels and AI for customer care.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

APRIL 11, 2022

Now that the “new normal” is underway, e-commerce brands should rethink the digital customer journey. Tip #2: Invest in Customer Care. We saw in these times of crisis that much of customer care is related to the digital journey.

E Commerce 370

E Commerce Roadmap Customer Care 2021 370

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

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Contact Center Customer Care Average Handle Time Consumers 310

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

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Metrics Customer Care NPS Loyalty 88

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Delivering kick-ass customer experience is our brand promise – and we can’t wait to show you. Let’s chat today.

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Customer Experience Contact Center 2019 Customer Care 290

BlueOcean

AUGUST 30, 2018

Thanks to advancements in AI and machine learning, chatbots and other Tier Zero customer service solutions are a great way to handle basic, high-volume customer care interactions on a 24/7/365 basis. Knowing how technology fits into the big picture of customer care is critical to the success of your outsourced partnership.

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Customer Service Contact Center Customer Care Technology 232