BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Information Hotels 56

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Document Insurance 52

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. Covid-19 has accelerated the deployment of these technologies even further.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

COPC

OCTOBER 26, 2023

Finally, we delve into the roles, processes and timelines of creating a customer-facing AI assistant. Understanding AI Terminology Generative AI: These are algorithms trained to predict data sequences based on training information. The vast training information isn’t useful for answering questions like “Where is my order?”

Technology 76

Technology Customer Experience Consulting Insurance 76

Customer Bliss

JULY 18, 2017

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. I wanted to learn more about that transition, his background, and how he built out the new role.

Chief Customer Officer 131

Chief Customer Officer Information 2008 Customer Care 131

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Interactions

JULY 29, 2021

Even newer technologies like chatbots can trap customers in the same never-ending loop. When looking to make technology upgrades to improve CX, brands need to think about the customer experience they want to offer and find the right technology to support it. . Personalization is appreciated.

Customer Care 71

Customer Care Consumers Poor Customer Service Contact Center 71

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Touchpoint B2C Innovation 77

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Playvox

JULY 18, 2022

One of the best resources you can provide for your contact center agents is intelligent contact center technology. What Is Intelligent Contact Center Technology? Your customer service agents’ work can become uninteresting and unengaging quickly if they have to respond to frequently asked questions over and over again.

Contact Center 73

Contact Center Technology Social Media 2021 73

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Were you surprised to read the title of this post?

Technology 77

Technology Information Consumers Retail 77

BlueOcean

APRIL 14, 2023

What if you could learn about a new technology just by directly asking it questions? Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers. AB: What risks, if any, are there for a company deploying ChatGPT as a tool for customer care?

Government 156

Government Customer Service Representative Technology Definition 156

CSM Magazine

SEPTEMBER 1, 2022

Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies. Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges. Vice President Customer Experience, HealthNet.

Webinar 52

Webinar Technology Customer Service Magazine 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Call Center 122

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

Interactions

OCTOBER 29, 2020

However, etiquette might often be overlooked when brands are choosing a customer care technology. A solution that cannot support etiquette basics can have a dramatic effect on your customer experience. Given that, a long wait time in a virtual queue is one of the biggest pain points in customer care.

Customer Care 48

Customer Care Interaction Customers Technology 48

InMoment XI

JANUARY 23, 2024

The Google Local Guides program is a community-driven initiative by Google that encourages users to contribute information about local businesses, places, and attractions. By actively participating in the Local Guides program, contributors play an important role in enhancing the quality of information available on Google Maps.

Management 260

Management Feedback Information Brands 260

CSM Magazine

DECEMBER 3, 2019

Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. To reach people and to deliver responses, the routing of information between channels is needed. Most of these operations can be automated and are imperative to survive rapid growth. Ievgen Sliusar.

Customer Care 52

Customer Care Competitive Advantage 2014 Definition 52

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. While reports and data can offer valuable insights, the most authentic and relevant information comes directly from your customers. Take The Lead!

NPS 260

NPS Customer Centricity Culture Automotive 260

CSM Magazine

JUNE 27, 2022

The best way to address this is to make it easier for customers to check their bills for themselves, for example by giving them online access to historical billing information, together with basic analysis facilities. And today the majority of customers also expect companies to demonstrate social and environmental responsibility.

Customer Care 52

Customer Care Customers Social Media Interaction 52

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 519

Loyalty Feedback Advertising Customer Relationship Management 519

BlueOcean

OCTOBER 4, 2023

Customers are significantly more likely to purchase from a brand again when information and support is offered in their language. Additionally, as we’re fond of saying, happy agents make happy customers. ICMI data shows that 66% of agents get frustrated when faced with language barriers. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

Consumers 98

Consumers Technology Blog Chief Customer Officer 98

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. – MIT Technology Review (2017). The average Canadian spends 24.5

Customer Care 45

Customer Care Social Media 2017 Engagement 45

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Artificial Intelligence.

Customer Care 74

Customer Care 2018 Contact Center 2013 74

Interactions

JUNE 18, 2020

But with an increasing focus on technology, it can seem like live agents are getting left behind. . With this increase of AI and technology, it’s important to understand that the best results will come from strategically integrating technology in the contact center that works in synergy with live agents. Here are three ways: 1.

Technology 71

Technology Contact Center Virtual Agent Call Center 71

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Airlines Retail Social Media 36

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care ROI E-support Contact Center 61

Bold360

NOVEMBER 9, 2017

Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience. A big issue customers face when interacting with brands online is the feeling that their issues and needs aren’t accurately understood.

Information 49

Information Multi-Channel Retail Social Media 49

Think Customers

FEBRUARY 11, 2020

TSF: Both [technology and humans] play a role and neither one should get overlooked at this point. So, we are currently looking for better and easier and more dynamic ways to do training across the board and to get information out to folks as fast as possible. How are you approaching AI and automation?

Customer Care 52

Customer Care Contact Center B2C B2B 52

BlueOcean

NOVEMBER 30, 2018

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. Blue Ocean supports clients across a wide range of industries including eComm, grocery/CPG, technology, insurance, and fintech. Sean Miller, Director of Workforce Management.

Management 227

Management Insurance Leadership Customer Care 227

CSM Magazine

OCTOBER 18, 2018

We’re all aware the customer service is probably the critical issue when it comes to loyalty and retention, which allow a business to flourish. Not only do the vast majority of companies underestimate the importance of quality customer care, but they also hesitate to start integrating technology into it. Be Empathic.

Technology 45

Technology Customer Service Customer Care Loyalty 45

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

Interactions

MAY 2, 2019

Because of their limitations in handling complex tasks, IVRs are not handling queries, they are simply acting as a traffic guide to usher customers through the customer care maze. This allows companies to scale their contact centers and interact with many more customers. It’s time to consider a technology that delivers.

Technology 67

Technology Contact Center 2018 Interaction 67