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. “

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

CSM Magazine

APRIL 16, 2024

Customer service can go a very long way for a lot of businesses. It can often be the difference between getting someone to either purchase a service or product or return when they need more of it, or potentially costing the business the profit that could potentially be made.

Customer Care 52

Customer Care Communication Industry Retail 52

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

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. For remote training? Hourly staff?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But being able to deliver amazing service to even the most entitled customer requires more than the right hiring profile.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

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.

Metrics 88

Metrics Customer Care NPS Loyalty 88

GlowTouch

JUNE 21, 2021

Customer Care. Communicate with your customers through their preferred channel: chat, voice/IVR, email, social media, SMS, Facebook Messenger, in-app messaging, and web self-service. . The post Customer Care appeared first on GlowTouch Technologies. You may unsubscribe from these communications at any time.

Customer Care 52

Customer Care Self Service First Call Resolution Social Media 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

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

MyCustomer

MARCH 31, 2020

Selling a great product is only one small part of the entire customer experience. Co-founder of Apple, Steve Jobs, once said “you’ve got to.C 1st Apr 2020. By Nathan Pitzer.

Customer Care 42

Customer Care Customer Experience Customers 42

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

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. What about you? 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Russel Lolacher

MARCH 8, 2020

A much better tactic is to get to know them better and find out how your product or service can fix their particular problems. According to Global Web Index , among 16 to 24 years olds, social media is as popular as traditional search engines as a way to research products and services. The Census Bureau states that there are 83.1

Customer Care 80

Customer Care Social Media Comparison Groups 80

Inbenta

NOVEMBER 9, 2021

Customers can benefit from receiving personalized assistance on the channel and language of their choice, but so too can employees. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. . Discover the solutions: Conversational AI for Banks: a 4-in-1 platform.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. One hour a week of self-paced digital learning content.

Customer Care 52

Customer Care Social Media Course Culture 52

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. 2020 was a difficult year for so many, not only customers but also coworkers and employees. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

BlueOcean

MARCH 20, 2017

Measuring the quality and productivity of the work-at-home agent is the same process as in-house; agents are held accountable to the same key performance indicators, and they are frequently asked to self-evaluate their delivery of the customer experience. The post What’s the State of Work-at-Home in Customer Care in 2017?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Interactions

MARCH 26, 2020

Treat your customers how they want to be treated. This type of technology enables businesses to deploy emotion-based customer care. For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. We’ve rounded up the top three: .

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

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

Thematic

MAY 19, 2022

The role of product ops is still relatively new, but it’s fast becoming essential to growing product teams and product-led companies. Product ops can be thought of as a role (or team) within an organization, as well as a skill product professionals can develop.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Steve DiGioia

DECEMBER 10, 2015

So much time is spent on developing your product, with countless hours racking your brain for ideas. All with one goal in mind…to make your product or service the best it can be and the “coolest” product on the market. It’s the service you provide and its perceived value that makes your customers return. Click To Tweet.

Customer Care 100

Customer Care Customers Meeting Marketing 100

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

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.

Sales 177

Sales Customer Service Sports Contact Center 177

Thematic

NOVEMBER 22, 2021

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. Alternatively, it could suggest that customers won’t be happy till the startup time is less than 30 seconds.

Analysis 71

Analysis How To Analytics Feedback 71

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

delighted

JUNE 29, 2021

Guest contribution by Christopher Beck, Product Manager at MediaMath. Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

BlueOcean

JANUARY 30, 2024

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Hire the right people.

Customer Care 121

Customer Care Management Policies Training 121

Gainsight

SEPTEMBER 28, 2022

By revamping their product strategy, companies can lower the cost of customer acquisition with low-touch onboarding strategies and also increase revenue retention with stickier products, helping to unlock new ways to scale up and sustainably grow revenues. Instead, the key to durability is to lean into efficient growth.

Roadmap 52

Roadmap Analytics Innovation Resources 52

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 295

Sports Financial ROI Leadership 295

Call Center Pros

OCTOBER 4, 2018

Hence, you should pay particular attention to improve your Customer Care Service. Following are the 5 most helpful tips for enhancing the functional efficiency of your customer support team. Identify the needs of customers. For keeping each of your customers happy, you have to provide a hassle-free experience.

Customer Care 40

Customer Care Tips Call Center Training 40

Think Customers

FEBRUARY 11, 2020

There needs to be a balance of what’s right for the customer versus what’s right for the business. For example, we have experience architects that we embed in product designs and rollouts. How do you balance data decision-making with the human side of customer experience? And I think that’s actually a healthy conflict.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

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

Conversocial

MARCH 26, 2021

What is the goal of any product launch? To make sure as many potential customers know about it as possible. There are numerous avenues that marketers explore to maximize exposure for any new product launch, including Facebook’s advertising infrastructure.

Engagement 110

Engagement Advertising ROI How To 110

Upstream Works

JULY 17, 2019

Think of the “wow” that the customer would experience if their passing comment on your product was picked up and routed to a contact center agent who could proactively solve their issue, make them an offer, or otherwise turn an experience into a memorable, positive one.

Customer Care 60

Customer Care Contact Center Contact Center Software Omni-Channel 60