BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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Customer Care Entertainment Government Contact Center 156

BlueOcean

JULY 13, 2023

Learn how we delivered game-changing customer care—grab your copy of the case study today. The post Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study] appeared first on Blue Ocean. Just fill out the form below.

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Sports Customer Care 2022 2021 276

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

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Customer Care Document Sports Communication 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?

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Contact Center Customer Care Culture Technology 156

BlueOcean

NOVEMBER 11, 2020

For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical. Get your copy now. Just fill out the form. Just fill out the form.

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Customer Care 2020 Customers Contact Center 266

Bill Quiseng

JULY 3, 2024

With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the customers. We don’t just serve to satisfy customers.

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Customer Care Retail Government Customers 78

Bill Quiseng

JANUARY 3, 2022

Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. So satisfied customers don’t rave about you to others. Or even better ….

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Customer Care Customer Service Culture Customers 200

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.

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Customer Care Contact Center Government Culture 156

GetFeedback

MAY 19, 2021

An overview of customer care the role it plays in the overall customer experience.

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Customer Care Customer Service Customers Customer Experience 221

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

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BlueOcean

MAY 20, 2020

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Note: There is a poll embedded within this post, please visit the site to participate in this post's poll.

Customer Care 156

Customer Care Customers Measurement Engagement 156

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

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Customer Care Customers Customer Satisfaction Customer Service 158

Experience Investigators by 360Connext

JANUARY 23, 2015

It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Why not get better at how you’re serving customers there? Social Customer Care: Best Practices for Major Engagement.

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Customer Care Social Media Marketing Webinar 299

Bill Quiseng

JANUARY 11, 2023

And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others along the way. The New Marketing is not advertising online to your customers. It’s your customers raving about you to others on social media. QUI QUOTE: Customer CARE is the New Marketing.

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Customer Care Marketing Social Media Advertising 88

Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills.

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Customer Care Customer Service Training Customers Interaction 78

BlueOcean

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. Got 15 minutes?

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Omnichannel Customer Care Customer Journey Consumers 177

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

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Customer Care Contact Center Competitive Advantage B2B 185

CSM Magazine

SEPTEMBER 24, 2024

Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Step up your law firm’s customer service game and start building strong relationships that last. Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that.

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Customer Care Roadmap Document Customer Service Training 52

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.

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Contact Center Customer Care 2020 Culture 156

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

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Customer Care Omnichannel Metrics Innovation 62

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.

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Customer Care Roadmap Call Recording Fashion 156

BlueOcean

MARCH 13, 2020

Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job.

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Customer Care Contact Center Document Customers 156

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? The post Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”? How do those NPS and CSAT scores look? appeared first on Blue Ocean.

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Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

APRIL 15, 2019

How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

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Customer Care Social Media Contact Center 2019 189

Bill Quiseng

FEBRUARY 22, 2022

Even if the traditionalists could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints. These traditionalists cared more about profits and didn’t care much about employees or customers. Let’s be revolutionary to improve the customer experience.

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Customer Care Culture Employee Experience Customers 97

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.

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Customer Care 2020 Contact Center Sports 156

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.

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Healthcare Customer Care Document Insurance 52

CSM Magazine

SEPTEMBER 6, 2023

Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Callers should also understand the restrictions that customer care agents are bound by. No one wants to waste time calling a helpline number and dealing with an agent who follows a script.

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Customer Care Call Center Customer Service Representative Customers 98

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

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Metrics Customer Care NPS Loyalty 88

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

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Competitive Advantage Customer Care 2021 Customer Centricity 98

Andrew Mcfarland

DECEMBER 19, 2017

When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises.

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Customer Care Customers Customer Success Customer Service 95

ShepHyken

MARCH 29, 2017

And, social customer service allows you to take the interactions with your customers to an even higher level. This is the second year in a row that Social Media Marketing World has had a social customer care track. It is proof that social customer care is something that companies cannot ignore.

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Customer Care Social Media Customer Service Training Customers 104

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.

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Customer Care Travel Contact Center 2020 156

BlueOcean

DECEMBER 8, 2020

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). The post How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic appeared first on Blue Ocean.

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Sports Customer Care Download Government 156

Steve DiGioia

JULY 23, 2020

One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? The very least we can do is pay attention to the customer from the moment they enter our business to the time they leave.

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Customer Care Poor Customer Service Customers Customer Service 78

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! Register now to join live or pre-order the recording!

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Customer Care Webinar 2022 2021 52

Customercount

APRIL 16, 2020

Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. It minimizes complaints and creates efficiencies. So why the resistance amongst business managers today?

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Customer Care Customers Management Customer Satisfaction 76