BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos.

Examples 156

Examples Customer Service e-support Ecommerce 156

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 14 ways to deliver a great customer experience – and more.

Social Media 117

Social Media Customer Service Trends Tips 117

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation. Millennials aren’t young.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Get ready to smile!

Social Media 98

Social Media Customer Service Customer Care Insurance 98

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 77

Customer Service Customer Care Customers 77

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. This is a short summary with highlights of some of the most important trends.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. manage their customer care. The post 2019 Global Social Media Market Survey Report appeared first on NetBase. Benchmarking data is always useful to sort that out.

Social Media 65

Social Media Report Survey Marketing 65

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. However, poor customer service can impact the bottom line. You can read more about the Spiceworks survey here.

Social Media 45

Social Media Poor Customer Service Customer Care Trends 45

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel Trends Customer Care Retail 156

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! Determine how to engage with influencers to attract customers to your products and services Identify changes to messaging, positioning, and calls to action to support the purchase evaluation.

Report 52

Report Analytics Entertainment Survey 52

Think Customers

FEBRUARY 11, 2020

This year [2019] we, for the first time, insourced a small portion of our team. The post Behind the Scenes of Dow Jones’ Customer Care appeared first on 1to1 Media. So putting out little snippets every day for people to get better and to continually learn and improve over time. TSF: It’s a little of both.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Understanding and activating influencers is one way to help connect many pieces of your overall consumer experience puzzle, from customer care to heading off a PR crisis. The post The 2019 Complete Guide to Influencer Marketing eBook appeared first on NetBase.

eBook 55

eBook Marketing Comparison Analysis 55

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 40

Customer Service Customer Care Customers 40

Oracle

JUNE 11, 2019

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year. Copyright © 2019 Oracle.

Video 46

Video Customer Experience Touchpoint Customer Care 46

CSM Magazine

JANUARY 17, 2020

For instance, Root, which raised another $350 million in 2019, uses AI to assess the individual risk level based on driving behaviours and patterns and then matches each driver to the right car insurance policies. An increasing number of insurers are offering additional services such as roadside assistance to differentiate themselves.

Insurance 52

Insurance Customer Care Policies Comparison 52

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Customer care. The post The 2019 EMEA Social Media Market Survey Report appeared first on NetBase. Is your brand doing everything it should be to capture the EMEA market? A preview of its findings follow. Brand health management.

Social Media 53

Social Media Report Survey Marketing 53

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Understanding and activating influencers is one way to help connect many pieces of your overall consumer experience puzzle, from customer care to heading off a PR crisis. The post The 2019 Complete Guide to Influencer Marketing appeared first on NetBase. Are they correct?

Marketing 40

Marketing eBook Comparison Analysis 40

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. Ben Tresham, Operations Director, Hello Customer.

Trends 40

Trends Self Service Customer Experience Social Media 40

BlueOcean

MAY 13, 2021

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. What worked in 2019 may not work in 2021 or 2022. Consumers do, after all, still have choices available to them.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Hallmark Business Connections

MAY 27, 2021

We care about our employees. We truly value our customers. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. As they participate, they begin to listen to customers with a more heightened awareness.

Video 92

Video Connections Customer Care Employee Engagement 92

NetBase

NOVEMBER 20, 2019

Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. The post 2019 Holiday Gifts: Gen Z and Millennial Picks! We have some highlights from the report to share below! Consistently.

Fashion 40

Fashion Report Social Media Groups 40

Lithium

DECEMBER 28, 2020

So how can your brand stand out in the areas your customers care about? For example, 88% of brands think they are engaging with customers at every point of need, but only 15% of customers say they regularly see brands engaging with them. We’ve moved on to a new frontier: the relationship age.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

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. Read these related articles next: The True Cost of Losing a Customer.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

ClientSuccess

JULY 23, 2019

It used to be that agents were hired based on their expertise in one particular customer service channel. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Social media has become a modern cultural mainstay.

Self Service 40

Self Service Trends Customer Service Social Media 40

NetBase

NOVEMBER 20, 2019

Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! We have some highlights from the report to share below!

Fashion 40

Fashion Report Social Media Groups 40

ShepHyken

DECEMBER 9, 2019

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology Self Service Analytics 156

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Playvox

MARCH 11, 2020

48% of BPOs report their number one concern as “providing a better customer experience”. This is due in large part to the heightened competition for customer service outsourcing contracts. What’s more, “ 20% of companies in 2019 reported they plan to bring customer care back in-house because it’s becoming a core competency.”.

Customer Care 58

Customer Care Report Customer Experience Customer Service 58