IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. About Blue Ocean Contact Centers. IMP Customer Care devient Blue Ocean Contact Centers.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Cloud contact center deployments that began in customer care may have been extended to other business areas.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience?

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service. Covering Customer Facing Applications.

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

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.

ROI 70

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. My Comment: Here is some interesting info on customer support.

When Salesforce® Lightning Strikes! The Top Three CX Improvements

NICE inContact

Have you ever wondered what happens in your Contact Center when lightning strikes? The Activity Timeline is available for opportunities, leads, accounts, and contacts, and provides details on each task, meeting, call, email or other activity that has taken place with a customer.

Flipping the Switch on Video in the Contact Center

Think Customers

Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends contact center preparedness customer engagement strategies

ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss

StellaService

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands.

Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Super customer experience is achieved when you think from the customer perspective not from yours. The post Customer Experience: Loyalty Through Narcissism? Involve them & win their loyalty. 4 ways to win big. appeared first on KateNasser.com.

Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

Tweet What we saw at the conference was a full suite for customer experience. With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services.

Oracle Service Cloud Announces New Releases

Natalie Petouhof

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service.

What You Don’t Know About Millennials Will Hurt Your Bottom-line

Natalie Petouhof

Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now.

ROI 83

Customer Service Leaders: Remove These Morale Killers | #Leadership

Kate Nasser

Customer service leaders, are you unknowingly killing employee morale? The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com. Checklist from The People Skills Coach™ & remove these morale killers. | | Leadership.

Super Customer Service People Skills: Reverse Regret | #custserv

Kate Nasser

Super customer service has little room for regret. By then customers are gone. The post Super Customer Service People Skills: Reverse Regret | #custserv appeared first on KateNasser.com. Key service people skills to master from Kate Nasser, The People Skills Coach™.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

Truly memorable customer experience is not transaction; it is great interaction. The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

Tips 83

Conquer Listening Barriers: Unstick from Keywords | #peopleskills

Kate Nasser

| Leadership, Customer Service, Teamwork. Customer Service Hot Topics and New Bits IT Leadership Listening Power People Skills Sales Soft Skills Teamwork call center clarity communication contact center Customer Care interpersonal skills listening people skills Ultimate Customer Service

Perky Customer Service Incompetence – Why Bother? | #cx #custserv

Kate Nasser

Perky customer service is valuable when combined w/ problem solving & action. Management & customer experience training insights fr The People Skills Coach™. The post Perky Customer Service Incompetence – Why Bother? | #cx #custserv appeared first on KateNasser.com. Customer Service Hot Topics and New Bits Training call center contact center customer Customer Care incompetence retail service service desk training Ultimate Customer Service

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. This research is based on in-depth customer interviews and field research.

ROI 65

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. The time is now to make sure you can serve your customers. Or they will be somebody else’s customer soon enough.

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

StellaService

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Williams-Sonoma Inc.

How Williams-Sonoma Leverages Stella Connect to Optimize Coaching and QA and Drive Cost Savings Across its Contact Center

StellaService

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Williams-Sonoma Inc.

Salesforce Announces Salesforce for Messenger Platform

Natalie Petouhof

Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Covering Customer Service and Customer Experience. Tweet What’s The News?

ROI 60

New Report: Is Your Company Making Self-Service A Priority?

Natalie Petouhof

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. Tweet.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center.

ROI 56

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Natalie Petouhof

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Use the customer journey as the guide for overall success metrics.

Avaya Unveils Customer Engagement Innovations

Natalie Petouhof

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. 52% of customers are less likely to engage with a company because of a bad mobile experience [ii]. What’s Your CEO Going to Do About Customer Service?

Customer Service Incompetence: Empathy Only For Tears

Kate Nasser

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. The post Customer Service Incompetence: Empathy Only For Tears appeared first on KateNasser.com.

19 Outstanding People Skills of Best Customer Service Reps

Kate Nasser

The very best customer service reps exhibit these outstanding people skills. The post 19 Outstanding People Skills of Best Customer Service Reps appeared first on KateNasser.com. Ultimate Customer ServiceChecklist from Kate Nasser, The People Skills Coach™.

Constellation ShortList™ for Field Service Management

Natalie Petouhof

Tweet Field Service Management provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time.

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Brad Cleveland

You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Cultures vary dramatically from one organization to the next.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Service Social Media Brad Cleveland customer experienceLet me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening.