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

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.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

BlueOcean

DECEMBER 8, 2020

Eventually, that service lacked passion, was overly transactional, and presented contradictory and confusing reporting. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Sports 156

Sports Customer Care Download Government 156

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

transcosmos Information Systems

MARCH 14, 2018

Whether the focus is on the process, technology, or principle, what’s certain is that customer service is a continuously evolving industry. Here’s a look at the past, present, and future of customer service. The Present. Truth be told, customer service doesn’t become better right away with technology.

Presentation 85

Presentation Customer Service Social Media Technology 85

InMoment XI

NOVEMBER 18, 2024

Sprinklr Sprinklr is a unified platform for customer experience management, focusing heavily on social media and online engagement. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. Now we’re presenting it just for you, and it’s totally free.

2015 247

2015 Webinar Entertainment Leadership 247

eglobalis

SEPTEMBER 28, 2024

Instead of taking responsibility for technical issues, these dealers shift the burden onto the customer, demanding proof of problems, which can sometimes even jeopardize customer safety. This failure leads to a cycle of dissatisfaction and missed opportunities for improvement. Toyota in Europe and Germany Toyota holds a promising 7.3%

Automotive 474

Automotive Loyalty Return on Investment Transportation 474

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Inbenta

NOVEMBER 9, 2021

That means providing more than simple Q&As, but rather presenting alternatives and offers, anticipating their needs, and providing insights when convenient. . Banks need to engage with their customers in the right way and in the right channels. Chatbots in Banking: Use Cases. Want to build your own banking chatbot?

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Experience Investigators by 360Connext

FEBRUARY 25, 2015

Information is presented from the company perspective. Wrong move for customers. More Posts - Website Follow Me: The post Are Your FAQ’s Driving Customers Mad? appeared first on Customer Experience Consulting. Here are a few issues with many FAQ sections: Information is not organized.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

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.

Contact Center 294

Contact Center Travel 2020 Culture 294

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 177

Contact Center Customer Care Measurement Consumers 177

BlueOcean

JULY 9, 2024

The Intersection of Brand Loyalty and Customer Care Despite the introduction of these three new principles of brand loyalty in the increasingly disruptive (and disrupted) world, customer experience still reigns supreme. Whereas convenience is driven at least partly by choice, availability forces the hand of many buyers.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

Contact Center 177

Contact Center Customer Care Measurement 2022 177

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

2019 204

2019 Customer Service Insurance 2017 204

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 156

Contact Center Customer Care Measurement Consumers 156

InMoment XI

NOVEMBER 14, 2024

Reporting tools allow you to present these insights to stakeholders in a clear manner. CRM Integration Integrating social listening data with customer relationship management (CRM) software helps you build rich customer profiles. Analytics can show engagement trends and campaign performance.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

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

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. Training and certification.

Healthcare 52

Healthcare Customer Care Document Insurance 52

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

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. If you’re going to RFP for an outsourced customer care solution in 2019, read this first. The True Cost of Losing a Customer. Are You Ready for the Future of Customer Service.

2019 204

2019 Consumers Customer Experience Contact Center 204

BlueOcean

DECEMBER 21, 2021

Call volume forecasts are essential tools 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. Without it, you’re lost at sea.

Magazine 31

Magazine Travel 2021 Hotels 31

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 221

Sports Financial ROI Leadership 221

Customer Bliss

SEPTEMBER 19, 2017

At the time of the initial discussions with stakeholders and results presentations (done when the company was about 150 employees), she went to the executive level and explained the dichotomy between “what we’re doing” and “what customers care about.” They needed to refocus.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

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

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. Own the end-to-end customer journey. all direct revenue generators.

Call Center 139

Call Center Technology Competitive Advantage 2016 139

Customers That Stick

DECEMBER 15, 2014

One of the Secrets to Amazing Customer Service: Attitude – A lesson on how attitude is present in every customer encounter. Why You Need Social Media for Customer Support – Five benefits to offering social customer service. See what other customer emotions linger. – Need To Cut Costs?

Contact Center 126

Contact Center Document 2014 Customer Care 126

TechSee

MARCH 19, 2019

Customer care center metrics in the era of self-service clearly require a different approach. Call Deflection Rate : asking a customer to visually identify their device is a much more efficient method than asking for customers to provide makes and model numbers.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

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

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

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

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Think Customers

OCTOBER 30, 2024

Surface the things that are important,” said Nick Coleman, senior manager of customer care at Dunelm, a home furnishings retailer. We have to take away the fear that the technology is going to replace people,” said Joe Burke, former vice president partner and customer care, Go City, a travel company. “It

Contact Center 52

Contact Center Insurance Travel Banking 52