BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. The more loyal those customers are, the more they buy.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

DECEMBER 10, 2019

In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) 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.

Contact Center 31

Contact Center Customer Service Infographics Trends 31

Bold360

APRIL 15, 2021

Even before the pandemic, customers preferred the convenience of digital-first service provision. A 2019 survey found that 73% of consumers preferred self-service over interactions with human agents. Today’s customers fully expect the ability to choose from a menu of digital banking options. The post What Now?

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He has also written books on Customer Experience and Customer Journey.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132