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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

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Blue Ocean Named as Finalist in 2024 Stevie® Awards for Sales & Customer Service

BlueOcean

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.

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Customer Service Trends 2020

TechSee

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Explosion of virtual contact centers.

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60 Customer Care RFP Questions for the Contact Center of 2020

BlueOcean

2020 has marked the workplace like no other year in recent history. 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. Our updated list of customer care RFP questions keeps these facts top of mind.

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The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

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60 Customer Care RFP Questions for the Contact Center of Today

BlueOcean

2020 marked the workplace like no other year in recent history. Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment.

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

BlueOcean

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.