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 Comparison Culture 156

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. But equally common, depending on the industry, were spikes in volume, requiring immediate and significant investments in extra resources. It’s here to stay, and customer care initiatives must keep up.

Customer Care 156

Customer Care Contact Center Omni-Channel Resources 156

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 Contact Center Sports Case Study 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 Comparison Culture 156

BlueOcean

APRIL 15, 2019

An efficient escalation process and a well-trained Tier 2 team who are expert communicators can make the difference between a lost customer and a loyal customer. In some cases, the regular array of tools and resources aren’t enough, and more strategic solutions are required to satisfy frustrated customers. Read this next!

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 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 Omni-Channel Self Service 52

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. How do you train your employees to offer the same level of care? How to teach customer care.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

BlueOcean

MAY 17, 2016

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand. IMP Customer Care devient Blue Ocean Contact Centers.

Contact Center 120

Contact Center Customer Care Groups Leadership 120

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

ijgolding

FEBRUARY 13, 2018

But whilst all this earnest commentary is being read, liked and shared, over in the jobs section of LinkedIn we’re busy resourcing up the silos. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn. I am delighted that she is a part of the growing Customer Experience Consultancy family!

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

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. Adding your voice provides a much needed perspective and resource, and that’s a great place to start building trust. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

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

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. The post Behind the Scenes of Government Social Media Customer Care appeared first on Russel Lolacher. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Interactions

JULY 11, 2018

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

Customer Care 54

Customer Care Resources Customers Interaction 54

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise.

Contact Center 486

Contact Center Self Service How To Call Center 486

BlueOcean

JANUARY 30, 2024

In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. In a contact center outsourcing model, your partner is shouldering the risks of managing both human and technology resources. In those models, you’re not on the hook for agent time spent in ready , or in the coffee room.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 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 59

Customer Care Transportation Social Media Government 59

CSM Magazine

JUNE 27, 2022

And 72 per cent now want companies to provide online resources that make it easy to find information and resolve their questions themselves. In fact, 60 per cent would prefer not to call customer services at all if they can solve issues themselves using online resources.

Customer Care 52

Customer Care Self Service Resources Social Media 52

Interactions

SEPTEMBER 5, 2018

Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center. SEPTEMBER 5, 2018 There are many who would say that Natural.

Customer Care 48

Customer Care Resources Customers Interaction 48

Think Customers

JULY 22, 2019

Companies are hard pressed to attract and retain customer care workers in the midst of low unemployment rates, expanding competition, and changing expectations from potential staff about what they want in a workplace environment.

Resources 40

Resources Contact Center Customer Care Strategy 40

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. Great social customer care can do the same.

Customer Care 45

Customer Care Social Media Engagement Brands 45

BlueOcean

OCTOBER 17, 2023

Implementing ESG standards requires tremendous resources, long-term investment, and sometimes an entire overhaul of a company’s infrastructure and processes. With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards?

How To 177

How To Government Guidelines Effort Score 177

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 519

Loyalty Tips Feedback Advertising 519

BlueOcean

MARCH 31, 2022

Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience. When we talk about “running the numbers” in the context of customer care, it’s a little bit like going to practice every day.

Contact Center 296

Contact Center Sports Conference Resources 296

BlueOcean

JANUARY 30, 2024

In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. In a contact center outsourcing model, your partner is shouldering the risks of managing both human and technology resources. In those models, you’re not on the hook for agent time spent in ready , or in the coffee room.

Contact Center 156

Contact Center Call Center Comparison Customer Care 156

BlueOcean

MAY 13, 2021

Big brands—ones with resources and manpower—were ahead of the game. 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.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

BlueOcean

JANUARY 23, 2024

That includes the tools and resources required for each of these roles to properly function, like training programs, project management tools, licenses, talent acquisition platforms/subscriptions, agent workstation and equipment costs, the IT support for your frontline, and much more. Each of those elements adds up quickly in terms of cost.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Self Service 63

Self Service Trends Customer Service Chatbots 63

BlueOcean

FEBRUARY 7, 2018

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. Obviously, every company is different: customer journey maps, pain points, and growth projections are all different.

Customer Journeys 168

Customer Journeys Abandon Rate Contact Center Customer Care 168

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 Report 177

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. A branded, customized Help Center.

Self Service 275

Self Service Knowledge Base e-support Policies 275

BlueOcean

JUNE 12, 2018

If you’re getting ready to outsource or to launch a customer service RFP process, here are critical factors for a successful launch. Every one of the critical factors requires the investment of time and resources on both sides of the client/outsourcer equation.). Smart Resource Allocation.

Contact Center 209

Contact Center Abandon Rate Resources Communication 209

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 40

Customer Care ROI Training Report 40

BlueOcean

APRIL 24, 2024

It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments. Ideally, you’d want to work with a customer care partner who is doing more than just checking the boxes.

Contact Center 177

Contact Center Policies Effort Score Government 177

GetFeedback

JANUARY 14, 2019

To ensure that your customers have the necessary support, you’ll need to develop and improve your customer service material. This material includes (but isn’t limited to) articles in your knowledge base, guidelines for team members, customer surveys , training resources, onboarding emails, and much more.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207