BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB).

Industry 73

Industry Brands Rewards Programs Loyalty 73

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial. Take The Lead!

NPS 260

NPS Customer Centricity Tips Automotive 260

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. It’s clear that the contact center industry has felt the entire spectrum of effects. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced?

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why.

Industry 114

Industry Customer Experience Analytics Training 114

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Register now to join live or pre-order the recording!

Customer Care 52

Customer Care Customer Experience Ecommerce Culture 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

CSM Magazine

FEBRUARY 17, 2022

Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. We will see brands build on their successes (and learn from their failures) to create better experiences for their customers.

Trends 98

Trends Industry Customer Service Chatbots 98

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB).

Industry 48

Industry Brands Rewards Programs Loyalty 48

Zeisler Consulting

MAY 9, 2023

But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever. But here’s where the experience , or more precisely the Brand Promise intersects with that decision: When I tried to find satisfaction—or even information —with all this, I had far less than a luxury experience.

Brands 72

Brands System Technology Leadership 72

NICE inContact

JUNE 11, 2019

It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. Get in touch or learn how you can engage in smart digital conversations with your customers.

Industry 136

Industry Self Service Customer Service Banking 136

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

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 156

Contact Center Sports Effort Score Customer Care 156

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Free ebook: Automating Customer Service—A Complete Guide.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

BlueOcean

MARCH 20, 2017

After all, you’re already trusting your entire brand to an outsourced call center partner. Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. 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

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 156

Sales Customer Service Sports Contact Center 156

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. Utilizing customer portals and GPS tracking for better communication with customers also plays a crucial role in improving overall satisfaction.

Transportation 52

Transportation Customer Satisfaction Industry Strategy 52

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. Your audience wants to engage with you – conversations are happening about you and your industry, whether you are a part of them or not. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

COPC

JUNE 22, 2017

A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. Topics include comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience.

Infographics 40

Infographics Customer Care Retail Loyalty 40

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. Let’s first define brand experience. Brand Experience vs. Customer Experience. Social media

Consumers 109

Consumers Brands Customer Experience Social Media 109

CSM Magazine

SEPTEMBER 8, 2023

In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. This is even more crucial considering the average industry churn rate is 40%.

Brands 59

Brands Average Handle Time Call Recording Software 59

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

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan.

Hospitality 52

Hospitality Brands Travel Airlines 52

BlueOcean

NOVEMBER 30, 2018

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. Blue Ocean supports clients across a wide range of industries including eComm, grocery/CPG, technology, insurance, and fintech. Sean Miller, Director of Workforce Management.

Management 227

Management Insurance Leadership Customer Care 227

NetBase

MAY 8, 2020

And we’re sharing five brands that are beating the odds and winning eCommerce buzz during a global pandemic. That’s valuable consumer intelligence to inform future campaigns: During times like these – and anytime, really – it’s important for brands to be listening and staying ahead of their customer’s needs. Quite a feat!

Ecommerce 64

Ecommerce Brands Social Media Effort Score 64

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we know when we’ve had a poor customer experience and we know right from wrong. It seems obvious which industries and brands need to pay attention to this. As customers, we don’t care about how difficult the industry competition is or how regulations make processes more challenging.

Industry 110

Industry Customer Experience Social Media Leadership 110

BlueOcean

OCTOBER 17, 2023

ESG is a critical element to building a more sustainable business that can adapt to industry regulatory and market shifts, such as the evolution of technology, climate change, social equity, diversity and inclusion, and black swan events like COVID-19. Look for groupings of clients that are similar to your own business.

How To 177

How To Government Guidelines Effort Score 177

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. Customer care is not just a support function but a key brand loyalty and growth driver.

Self Service 62

Self Service Trends Customer Service Chatbots 62

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. COPC: In what ways does COPC certification benefit Mastercard customers directly?

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers. Lush’s approach is a great way to build customer trust through authenticity and empathy.

Customer Experience 423

Customer Experience Social Media Customers Video 423

CSM Magazine

MAY 16, 2024

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Tap into your data.

Customer Service 52

Customer Service Banking Consulting Groups 52

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer

Brands 60

Brands Social Media Fashion CRM 60

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

CSM Magazine

SEPTEMBER 14, 2023

Standardization of business processes leveraging journey mapping, human-centered design, and industry best practices (e.g., certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better.

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59