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.

Contact Center 328

Contact Center Virtual Agent Banking Telecommunications 328

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. As these cornerstones of a business transform themselves, the company’s culture may follow suit. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 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

MARCH 3, 2025

Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan?

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

BlueOcean

SEPTEMBER 17, 2020

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program. Building Your Outsourced Customer Care Team. You deserve it.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

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

Win the Customer

NOVEMBER 24, 2014

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service'

Customer Care 143

Customer Care Call Center Culture Customers 143

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

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture Leadership Communication 177

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

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Blogs Employee Experience'

Banking 138

Banking Culture CEM 2003 138

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. It’s not just enlightened Customer Experience, Digital and Marketing leaders who call us in. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Bill Quiseng

FEBRUARY 22, 2022

To paraphrase John DiJulius’ battle cry, it’s time for a Customer CARE Revolution! Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.

Customer Care 97

Customer Care Culture Employee Experience Customers 97

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

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

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. They are active in building a community and doing creative things to showcase their employees, culture and growth. Warby Parker is an example of how this is done well.

Loyalty 272

Loyalty Banking Social Media Consulting 272

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Initial pitch/presentations made on site at either the buyer’s location or the bidder’s location. Does it align with your own?

Contact Center 294

Contact Center Travel 2020 Culture 294

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success.

NPS 195

NPS Customer Centricity Culture Automotive 195

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. Their corporate success is dependent on delivering a brand-enhancing customer experience.

Contact Center 174

Contact Center Customer Care Culture Brands 174

Customer Bliss

SEPTEMBER 27, 2018

Sometimes, because we’re so entrenched with our work and the culture of the organization, we need an outsider to help further the agenda with the various players. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc.,

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

BlueOcean

JUNE 12, 2018

to your customer care partner not knowing you expected a zero percent abandon rate (let’s get realistic, folks), successful relationships are founded on clear expectations. Key resources simply must be able to make the customer care program transition their top priority to ensure success.

Contact Center 209

Contact Center Communication Culture Customer Care 209

BlueOcean

JULY 16, 2019

That means greater buying power when your outsourced customer care team is located in Canada. A shared understanding of slang as well as tone of voice are also key to your agents being able to deliver an amazing customer experience. You’ll share cultural similarities. You’ll access a deeper labor market.

Contact Center 174

Contact Center Sports Culture Customer Care 174

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

InMoment XI

OCTOBER 5, 2023

This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

BlueOcean

DECEMBER 10, 2019

We also published loads of content to share our insights and experiences in the world of customer care. The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? Are You Using 1999 Metrics to Measure 2019 Customer Care?

2019 31

2019 Blog Contact Center Customer Service 31

Interactions

JUNE 22, 2023

” One conclusion drawn from the survey focused on the need for brands to cultivate a customer-centric culture: “Companies should strive to create a culture that prioritizes customer service and values each customer’s experience.

Customer Centricity 62

Customer Centricity Culture 2023 Touchpoint 62

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. But we weather the storm.

Contact Center 156

Contact Center Culture Omnichannel Customer Care 156

ShepHyken

MARCH 10, 2025

Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization (Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Getting Ghosted?

2025 69

2025 Article Loyalty Programs Customer Service 69

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Then encourage them to come up with ideas for customer care. .

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Jad Hindy, SVP Marketing, EXPO2020.

Customer Care 52

Customer Care Webinar 2022 2021 52

BlueOcean

AUGUST 7, 2018

If, on the other hand, you’re the VP of Customer Care or Customer Experience, you can use this guide to ensure alignment between your vision and the tightly-organized process your procurement team will run. If you’re the one in procurement, responsible for sourcing a partner, this is the guide for you.

Contact Center 189

Contact Center Culture Fashion Consulting 189

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. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Document Insurance 52