Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. Every Team Owns Part of the Customer Experience. And of course, Customer Care is the safety net if something goes wrong along the way.

Airlines 493

Airlines Government ROI Webinar 493

One Millimeter Mindset

JUNE 25, 2018

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. First, when sales people put on the pressure to fulfill their quarterly quota, clients go dark. The post Leaving Customer Care up to Customers?

Customer Care 47

Customer Care Workshop Customer Retention Innovation 47

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care 2018 Contact Center 2013 74

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com. True illustration fr Kate Nasser The People Skills Coach™.

Sales 109

Sales Customer Service Customers Customer Care 109

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 88

Customer Care Social Media 2003 2015 88

ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. Would that be a dream job?

Sales 90

Sales Hotels Customer Service Training Loyalty 90

CSM Magazine

JUNE 16, 2015

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits. The conclusion I came to was that not only does great customer service leave customers feeling happy but actually results in them buying more. Can I help you?” The bottom line?

Customer Care 80

Customer Care Sales Customer Service Customers 80

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

InMoment XI

AUGUST 22, 2022

When you lose an employee: You Lose: Existing Customer Relationships: When you lose a customer-facing employee like a salesperson or an account manager, you can also lose their contacts and relationships. These customers will likely follow that sales person to their next dealership should they decide to move on.

Employee Experience 260

Employee Experience Call Center Engagement Sales 260

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 Just look at Walmart’s third quarter online sales , which were up a jaw-dropping 79%. Where Does Customer Care Sit in All of This?

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Integrity Solutions

NOVEMBER 2, 2018

The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Anyone who’s been in sales will tell you: The job comes with some unique challenges. Although customers care about features, that’s not what convinces them to buy. by Boris Zecevic.

Sales 77

Sales 2017 Demo Management 77

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

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com. True illustration fr Kate Nasser The People Skills Coach™.

Sales 71

Sales Customer Service Customers Customer Care 71

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. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. We love nothing more than diving into our clients’ customer care challenges to see where we can help.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues. Speakers: Jessica Woodbury, Sr. Waladeen Norwood, Global Social Media Manager for HP.

Customer Care 58

Customer Care Social Media Connections Marketing 58

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 156

Sales Marketing 2010 2015 156

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

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 76

Customer Experience Net Promoter Score 2024 Customer Care 76

BlueOcean

OCTOBER 17, 2023

With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards? This will allow them to assign resources to this critical piece of the process while their sales team continues to work through the final stages of the RFP with you.

Government 177

Government 2004 Automotive Customer Care 177

Magellan Solutions

JANUARY 7, 2024

But misconceptions aside, telemarketing can do wonders for your business when used properly, especially if a significant chunk of your revenue comes from sales. It is sometimes called telesales or inside sales. Outbound telemarketing is a traditional way to run and boost sales, a viable way to encourage any business to grow.

Seminar 52

Seminar Call Center Telecommunications Hospitality 52

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience.

Customer Experience 136

Customer Experience Customer Care Interaction Sales 136

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel 2021 Customer Care 2019 156

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. For more information, please contact Amy Bennet-Roach, Director of Sales and Marketing at 902.722.3312 or abennet@blueocean.ca. Sean Miller, Director of Workforce Management.

Management 227

Management Insurance Leadership Customer Care 227

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Make them more human right now and use all their human attributes to provide the best sales and service online. That’s exactly what AI will kill.

Customer Care 40

Customer Care 2030 2004 Average Handle Time 40

Zeisler Consulting

MARCH 14, 2023

But is adding to your Customer Care center’s headcount really the big win you think it is? Sure, if you’re adding tons of Customers to your rolls, you’ll likely need more support agents. After all, nobody likes sitting on hold waiting for someone to pick up. That kind of stands to reason.

Fashion 72

Fashion Customer Care Customer Centricity Customer Base 72

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017.

2019 136

2019 Customer Service Contact Center Insurance 136

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. Focusing on the customer is especially important during a marketing campaign.

Insurance 110

Insurance Social Media Multi-Channel Advertising 110

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica. Enel Energia. Dominion Energy.

Call Center 81

Call Center Telecommunications Banking Financial 81

CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. This method is not just about sales; it’s an opportunity to provide value, gather feedback, and build lasting relationships.

Communication 52

Communication Contact Center Omnichannel Call Center 52

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

E Commerce 164

E Commerce E-support Sales Fashion 164

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. How could an outsourced partner help?

Contact Center 156

Contact Center Technology 2024 Healthcare 156