BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

TechSee

AUGUST 6, 2020

You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution. Reducing customer effort. IT Priorities. IT Priorities. Management visibility.

Tools 109

Tools Self Service Leadership Video 109

BlueOcean

MARCH 20, 2017

As Technology Advances, So Does Work-at-Home. Even just five years ago, technology limitations were a barrier to having a remote agent solution that was as secure, robust, and stable as the call center environment. These are valid questions and technology has evolved to assist in performance management in this regard as well.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Kustomer

JUNE 27, 2022

Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software What Are the Key Technology Components of Customer Service? Let’s explore the path to optimizing your brand with our 12 best software tools for 2022.

Software 98

Software Tools Customer Service Self Service 98

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

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

Russel Lolacher

MARCH 8, 2020

They tend to: Find solutions using technology. Social media is a great tool to build trusted relationships with your millennial customers (note the “social” in social media) if you’re willing to be more human and engaging. Desire to make an impact. Value diversity. Commerce and conscience together.

Customer Care 80

Customer Care Social Media Comparison Groups 80

InMoment XI

OCTOBER 28, 2021

You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. And of course, Customer Care is the safety net if something goes wrong along the way.

CRM 493

CRM Airlines Government ROI 493

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Touchpoint B2C Ecommerce 77

CSM Magazine

DECEMBER 3, 2019

Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Ievgen Sliusar.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 103

Technology How To Chatbots Self Service 103

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 102

Technology How To Chatbots Self Service 102

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?

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

AUGUST 30, 2018

Navigating this shifting landscape is challenging and investment in the latest and greatest systems and tools can impact your bottom line. The key is to find a true strategic partner who you trust to stay ahead of the customer experience curve. However, it’s not as simple as migrating processes over to shiny new technology.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

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. And then there’s the technical infrastructure.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CSM Magazine

SEPTEMBER 1, 2022

Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies. Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges. Vice President Customer Experience, HealthNet.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

Playvox

JULY 18, 2022

One of the best resources you can provide for your contact center agents is intelligent contact center technology. What Is Intelligent Contact Center Technology? Your customer service agents’ work can become uninteresting and unengaging quickly if they have to respond to frequently asked questions over and over again.

Contact Center 73

Contact Center Technology Social Media Employee Engagement 73

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NetBase

APRIL 25, 2019

Which tools are best for assessing your social performance? But the tools below – updated for 2019 – will surely get you started. How are you doing with customer care? If you don’t, maybe you need to look a little deeper, or employ more comprehensive tools. 3 Tools That Measure Sentiment.

Social Media 83

Social Media Tools Multi-Channel Analytics 83

BlueOcean

APRIL 14, 2023

What if you could learn about a new technology just by directly asking it questions? Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers. AB: What risks, if any, are there for a company deploying ChatGPT as a tool for customer care?

Government 156

Government Customer Service Representative Technology Guidelines 156

NobelBiz

AUGUST 2, 2022

To achieve this, you need to implement customer engagement strategies. At the same time, the most effective customer engagement strategies are available in the communication technology space. The abandonment rate of outbound calls can be reduced using call management tools. How to avoid abandoned calls?

Abandon Rate 52

Abandon Rate Call Center Technology Contact Center 52

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

TechSee

APRIL 4, 2023

Unfortunately, in today’s world, with hundreds of homebuilders in your local area to choose from and people expecting superior quality service for the money, your customer service strategy has to stand out. The key to the best customer service in the home building industry is using available technology.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

CSM Magazine

JUNE 27, 2022

There is no doubt, then, that customers are ready for self-service and will welcome more online tools and resources to help them become more self-sufficient. For example, are all the typical everyday queries that customers call or email about adequately covered by FAQs or other online resources? www.macro4.com.

Customer Care 52

Customer Care Self Service Resources Social Media 52

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. – MIT Technology Review (2017). The average Canadian spends 24.5

Customer Care 45

Customer Care Social Media Engagement Brands 45

Team Support

JULY 13, 2023

And the B2B customer support industry is no exception to this transformative force. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency. Keep an eye out for this feature release from TeamSupport and the ones to follow.

B2B 98

B2B Analysis Customer Satisfaction Customer Care 98

InMoment XI

NOVEMBER 2, 2021

In “Four Customer Experience Tools That Fuel Your Customer Acquisition Strategy,” we highlight four CX solutions you can add to your tool box that will help you bring new customers through your doors. Truly customer-centric companies can easily reach and maintain these percentages.

ROI 260

ROI Customer Retention Infographics eBook 260

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

Consumers 98

Consumers Technology Chief Customer Officer Social Media 98

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. This is especially true in the contact center world, where customer care is often a 24/7/365 program. Are you dreading it? Let us lighten the burden.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

Ecrion

FEBRUARY 11, 2020

Customer Communication Management (CCM) tools are software programs. Having the best CCM tools will help to improve customer satisfaction. Improving customer satisfaction can improve your business success. There are a variety of CCM tools available to business owners and finding the right one is important.

Tools 57

Tools Chatbots Customer Care Communication 57

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

One Millimeter Mindset

JUNE 25, 2018

And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. The post Leaving Customer Care up to Customers?

Customer Care 47

Customer Care Customer Retention Innovation Sales 47