ShepHyken

JULY 8, 2019

That’s why you need to know how to improve customer service using social media. My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. 10 Best Things about Customer Contact Week 2019! Make sure you’re there for them.

2019 121

2019 Article Customer Service Social Media 121

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos.

2019 156

2019 Customer Service E-support Customers 156

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 14 ways to deliver a great customer experience – and more.

2019 121

2019 Article Customer Service Social Media 121

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

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Get ready to smile!

2019 103

2019 Article Social Media Customer Service 103

ShepHyken

AUGUST 5, 2019

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Follow on Twitter: @Hyken.

2019 110

2019 Article Customer Service Customer Relationship Management 110

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. This is a short summary with highlights of some of the most important trends.

2019 103

2019 Article Customer Service Social Media 103

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation. Millennials aren’t young.

Customer Care 80

Customer Care Social Media 2018 2019 80

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

2019 92

2019 Customer Experience Leadership Webinar 92

BlueOcean

APRIL 16, 2024

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

Contact Center 177

Contact Center 2024 Sports Customer Care 177

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Tourism 156

Tourism Contact Center Customer Care 2020 156

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Article 20

Article 2019 Customer Service Customer Service Training 20

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

ShepHyken

DECEMBER 2, 2019

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. In this article, you will find the best customer service kudos of 2019 (so far!)

2019 16

2019 Article Customer Service Culture 16

BlueOcean

APRIL 16, 2024

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

Contact Center 156

Contact Center 2024 Sports Customer Care 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. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

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

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

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. What worked in 2019 may not work in 2021 or 2022. Consumers do, after all, still have choices available to them.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. Follow on Twitter: @Hyken.

2019 66

2019 Article Customer Service 2018 66

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

2019 75

2019 Customer Service Customer Care Customers 75

NetBase

MAY 17, 2019

Similarly, beauty brand L’Oreal’s collaboration with singer Camila Cabello had them dominating with 36% of all mentions in that category in the Netbase Social Media Industry Report 2019: Luxury Brands. Customer Care Isn’t a Luxury. It’s important to remember that customer care is never limited to complaints or problems.

Customer Care 52

Customer Care Engagement Fashion Social Media 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. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

2024 177

2024 Sales Customer Service Sports 177

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

2020 136

2020 Customer Service Contact Center Social Media 136

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

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. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

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. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

2024 156

2024 Sales Customer Service Sports 156

TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). This distinction is based on 115 customer reviews that overall rate Calabrio 4.4 out of 5 as of May 23, 2019 for WEM. Read the full review.

2019 79

2019 Insights Engagement Management 79

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. You’re in good company. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

2019 59

2019 Omnichannel Customer Care 2018 59

Hallmark Business Connections

MAY 27, 2021

We care about our employees. We truly value our customers. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. As they participate, they begin to listen to customers with a more heightened awareness.

Connections 92

Connections Customer Care 2021 2019 92

Experience Investigators by 360Connext

AUGUST 6, 2019

Via 2019 Edelman Trust Barometer Special Report. Via 2019 Edelman Trust Barometer Special Report. In fact, Edelman’s 2019 Trust Barometer report shared that while 81% of customers say trust is essential in their buying decision, only 34% of us trust most of the brands we buy or use. It’s all about trust.

2019 125

2019 Touchpoint Brands Customers 125

NICE inContact

SEPTEMBER 5, 2019

But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. For CX leaders seriously thinking about strategic investments, now is the time to lay the groundwork for AI.

Customer Care 55

Customer Care Contact Center Call Center Webinar 55