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System problems and policy problems

Zeisler Consulting

Naturally, considering my Framework , I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. In a ton of instances, the problems your Customers are having with you are a result of bad (or poorly executed, or both) processes. Well, okay, I do that a lot anyway.

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Seeking a True Strategic Partner: Green Flags in the Outsourced Customer Care RFP Process

BlueOcean

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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Seeking a True Strategic Partner: Green Flags in the Outsourced Customer Care RFP Process

BlueOcean

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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70 Customer Care RFP Questions (An Updated List + RFP Template)

BlueOcean

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Detail roles and responsibilities, policies, and measurements. Download our free customer care RFP template here.

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Four Tips for Using Customer Data to Improve the E-Commerce Experience

InMoment XI

If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . It’s not been easy for e-commerce brands. So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data.

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Top 9 Questions: ESG & the Contact Center RFP

BlueOcean

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? This is especially true for smaller, privately-owned companies.

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Top 9 Questions: ESG & the Contact Center RFP

BlueOcean

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? This is especially true for smaller, privately-owned companies.