Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. But how can contact centers respond? A Unified Agent Desktop.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. TechSee-Vodafone partnership. M annually.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

Interactions

DECEMBER 10, 2020

A brand’s long term success and relevance is directly related to their appetite to innovate. 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.

Technology 77

Technology Touchpoint B2C Innovation 77

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

Magellan Solutions

MAY 20, 2024

These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Concentrix Concentrix is among the global leaders in Customer Experience Services, providing fully integrated solutions with advanced technologies to deliver improved results for outbound call centers.

Call Center 52

Call Center 2024 Innovation E-support 52

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

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 156

2024 Sales Customer Service Sports 156

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

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

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

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person.

2023 124

2023 Customer Experience Call Center Innovation 124

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

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

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

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

Interactions

MAY 15, 2024

That’s why for the last two decades, we’ve been advancing AI technology for customer services that understands and engages on a human level. 2: Unparalleled human understanding Customers today have encountered chatbots of wildly varying quality, ranging from poor to mediocre query responses. The result?

Customer Experience 62

Customer Experience Interaction Poor Customer Service Contact Center 62

BlueOcean

JANUARY 23, 2024

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

CSM Magazine

APRIL 3, 2024

PITON-Global, under the leadership of Co-CEOs John Maczynski and Ralf Ellspermann, is at the helm of this transformation, guiding companies to forge impactful collaborations with India’s leading customer care outsourcing providers. Compliance and data security are foundational to the advisory services offered by PITON-Global.

Customer Service 40

Customer Service Customer Care Innovation Technology 40

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. We are seeing automation, self-service and AI completely transform customer care and how customer-facing teams operate.

Contact Center 97

Contact Center Customer Care Innovation Technology 97

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. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth.

Management 227

Management Insurance Leadership Customer Care 227

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. In the end, customer experience or CX is about the emotional value of the experience of customers. But no more.This is our time for a CX Revolution!

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

One Millimeter Mindset

JUNE 25, 2018

And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. The post Leaving Customer Care up to Customers?

Customer Care 47

Customer Care Workshop Customer Retention Innovation 47

CSM Magazine

MAY 16, 2024

That’s why we invite winners from the awards to tell their stories at the UK National Contact Centre Conference; to share what they are doing that is innovative and successful, and frankly, allows others to learn. That means living customer-centricity from the C-suite down. ” Those insights drive constant innovation.

Customer Service 52

Customer Service Banking Consulting Events 52

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Be prepared to make your business case for WHY you want to take action on behalf of your customers.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

CSM Magazine

MARCH 13, 2024

With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions. As a result of its work with Sabio, Sweaty Betty has realised tangible cost savings from day one while establishing foundations to evolve its Customer Care into a revenue-generating function.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

2020 156

2020 Customer Service Insurance 2017 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019.

2020 156

2020 Contact Center Insurance 2017 156

CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. And it all integrates seamlessly with other best-of-breed technologies. What about existing Avaya customers? For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies.

Insurance 40

Insurance Technology Omnichannel Document 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies.

Insurance 40

Insurance Technology Omnichannel Document 40

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. As the market becomes more competitive, the focus has shifted towards not only attracting customers but also retaining them through exceptional service experiences.

Customer Service 52

Customer Service User Experience Touchpoint Competitive Advantage 52